Support & Field Service Engineer (Network and Storage)

    • Warrington, United Kingdom

Position:
Support & Field Service Engineer (Network and Storage)

Job Description:

This role is a unique opportunity to combine L2 / L3 remote technical support of industry leading storage technologies from vendors such as NetApp, Rubrik, and Huawei etc. with practical onsite experience of hardware/software installation of storage and network security technologies.

The ideal candidate will also join an out-of-hours on-call rota, which may involve travel and staying away from home.

The ideal candidate would be someone who is passionate about networking, storage, security, Linux, and all things technical. You will have the opportunity to acquire many new skills, so you need to be keen to learn, embrace new technologies and commit to rapid skills development. We will provide product training and you will need to show commitment and be self-motivated to study and pass exams.

Responsibilities
Duties include, but are not restricted to the following:

  • Provide 2nd & 3rd line technical support via email/telephone/live-chat to our global customers, using initiative to help customers as much as possible. A percentage of calls will be of a complex technical nature.
  • Attend and host remote support sessions with customers/vendors to diagnose faults, review configurations and resolve faults.
  • Resolve escalated support incidents from our customers and partners.
  • Visit customer sites throughout the UK for installation and maintenance & consultancy.
  • Work on an out-of-hours on-call rota that will involve staying away from home.
  • Replicate customer configurations as required to troubleshoot complex errors.
  • Progress simultaneous high-profile/high-priority issues.
  • Be recognised as an expert in your field and assist others.
  • Completely and accurately document all work activity in the customer support tracking system.
  • Open and track trouble tickets with vendors.
  • Undertake to develop and maintain technical skills in selected products.
  • Undertake training to achieve and maintain accreditation in selected products.
  • Demonstrate superb customer service skills, being sensitive to customer concerns whilst managing the interaction in a confident manner.

Skills/Experience Required:
  • Ability to acquire skills and develop quickly is essential.
  • Ability to cope under pressure and prioritise work accordingly is essential.
  • Flexibility to adapt to changing demands in a technical direct customer-facing role.
  • Ability to deliver telephone support in a friendly & professional manner.
  • Team player, able to work effectively both within a team and individually as necessary.
  • A thorough understanding of common networking protocols.
  • Understanding and experience of TCP/IP, routing, switching and related protocols.
  • Understanding and experience of network environments and topologies.
  • Structured, logical approach to fault-finding.
  • Full UK Driving License.
  • Willingness to work outside of normal business hours.
  • Must reside (or relocate) within a 30 minutes commute of our Warrington office.

Desirable:
  • Experience and knowledge of some of the following: NetApp, Rubrik, IBM/HPE Storage, Check Point, Symantec, F5, or any of our other products would be a distinct advantage.
  • Administration, installation and troubleshooting of Windows or Linux based devices and networks.
  • Experience of structured fault-finding in a technical environment.
  • Previous experience in busy technical support departments.
  • Experience of a technical field based role.

Hours of Work
  • The company's standard hours of work are 9.00am - 5.30 pm with one hour for lunch
  • This role requires participation in an on-call rota and you may be required to travel routinely and stay away from home regularly.


Location:
Warrington, United Kingdom (Warrington Road)

Time Type:
Full time



Job Category:
Engineering and Technology

Arrow helps the world’s best technology companies and engineers turn their innovative dreams into reality by designing, sourcing, and building the products of the future.

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