Position:Cloud Support Engineer

Job Description:

Arrow Electronics (NYSE: ARW) is a global provider of products, services and solutions to industrial and commercial users of electronic components and enterprise computing solutions.  Arrow serves as a supply channel partner for over 100,000 original equipment manufacturers, contract manufacturers and commercial customers through a global network of more than 460 locations serving over 85 countries. A Fortune 150 company with over 21,000 employees worldwide, Arrow brings technology solutions to a breadth of markets, including telecommunications, information systems, transportation, medical, industrial and consumer electronics. Arrow provides specialized services and expertise across the product life cycle. 

Arrow Enterprise Computing Solutions (ECS), a division of Arrow Electronics, provides partner customers with digital solutions. As a Microsoft CSP partner, Arrow ECS delivers support for Microsoft cloud solutions.  As a Cloud Support Engineer for Microsoft cloud solutions, your primary mission is to resolve the issues customers encounter with their cloud solutions. 

The successful candidate will marry the ability to solve complex customer support issues with outstanding customer service.  Ideally, the successful candidate will possess a strong technical background with experience in supporting cloud computing products, services, and solutions. 

Principal Accountabilities 

Responsible for solving complex cloud issues presented by customers. 

Triage, troubleshoot, escalate, and resolve customer support tickets 

Ensure timeliness and quality of resolution and positive customer satisfaction 

Clearly document and articulate customer issues and actions taken to resolve reported problems  

Attend and host remote support sessions with customers/vendors to diagnose errors with cloud products, review configurations and resolve technical issues 

Rotate into weekend coverage for critical issues according to schedule 

Stay current on cloud product features, industry trends and relevant technology 

Develop product domain expertise to serve as a trusted technical advisor to customers 

Requirements 

Bachelor of Science, Information Technology or Computer Science preferred, or equivalent certification 

3+ years of providing technical support for enterprise customers as part of a global team, preferably in a cloud environment 

Experience with Microsoft Azure tools, resources and services 

Demonstrated problem-solving and critical thinking ability 

Strong written and oral communication in English 

Ability to explain complex solutions 

Excellent interpersonal skills and customer-centric disposition 

Excellent organizational and time management skills 

Preferred Skills 

Azure Certifications:  

Azure Fundamentals (AZ-900) 

Azure Administrator Associate (AZ-104)  

Azure Developer Associate (AZ-204) 

Azure Security Engineer Associate (AZ-500) 

Azure AI Fundamentals (AI-900) 

Microsoft IT Support Specialist Professional Certificate 

Microsoft Certified: Devops Engineer Expert 

Microsoft 365 Certifications: 

Fundamentals as a foundation 

Endpoint Administrator Associate for managing devices 

Teams Administrator Associate for communication systems 

Administrator Expert 

Experience with Microsoft Dynamics 

Experience working with both Linux and Windows operating systems 

Demonstrated initiative to acquire technical skills and experience 

 

Job Complexity 

Requires in-depth knowledge and experience 

Solves complex problems; takes a new perspective using existing solutions 

Works independently; receives minimal guidance 

Acts as a resource for colleagues with less experience 

Represents the level at which career may stabilize for many years or even until retirement 

Contributes to process improvements 

Typically resolves problems using existing solutions 

Provides informal guidance to junior staff

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Location:MA-Casablanca, Morocco (Boulevard Al Quods)

Time Type:Full time

Job Category:Engineering and Technology