Technical Support Specialist Level 2 - VMware by Broadcom

Our Story
We are an American Fortune 500 company headquartered in Centennial, Colorado. The company specializes in distribution and value-added services relating to electronic components and computer products.
At Arrow ECS we are at the forefront of new internet security technology, providing businesses with technical expertise. As a company we sell, install, and maintain customer's software and hardware solutions such as firewalls, antivirus, web filtering, virtual infrastructures, and network traffic load balancers. Our customers can range from small businesses to some of the biggest companies in the world. We work with these customers to ensure that their IT infrastructure is fast, reliable, secure, and most importantly works well for their needs.

Our team has created a unique business environment - one of energy, Innovation, passion, creativity, and collaboration.

What You Will Be Doing at Arrow?
Your job as a Technical Support Engineer providing support via email/telephone/remote sessions to our global customers. Working primarily on Broadcom technologies. You will deliver our range of technical support services and investigate any issues with VMware by Broadcom products such as vSphere, vSAN, Aria Suite, and more, and assist Level 1 engineers.

• Provide troubleshooting support to VMware customers via phone, email, and Remote sessions promptly while maintaining a strong customer-first focus throughout the lifecycle of the query.
• Replicate customer configurations as required to troubleshoot complex errors.
• Undertake to develop and maintain technical skills in selected products.
• Undertake training to achieve and maintain accreditation in selected products.
• Attend and host remote support sessions with customers/vendors to diagnose faults, review configurations, and resolve faults.
• Completely and accurately document all work activity in the customer support tracking system.
• Expanding knowledge to other products in addition to vSphere, such as vSAN, NSX, and VMware Cloud Director.
• Assisting Level 1 engineers with technical guidance and troubleshooting techniques
• Demonstrate superb customer service skills, being sensitive to customer concerns whilst confidently managing the interaction.
• Embrace the team’s culture of knowledge sharing by documenting and linking all technical learnings to existing solutions and creating new knowledge-based articles to be shared with both customers and colleagues.

• Work collaboratively with Escalation Engineers and colleagues in a fast-paced environment across various teams to ensure the optimum technical solution and advice is provided to the customer.  

Who Are We Looking For?

The ideal candidate would be someone passionate about Virtualization, networking, storage, and Linux.
In this role, you will have the opportunity to acquire lots of new skills, so you must be keen to learn and embrace new technologies and commit to rapid skills development.
Therefore, what is essential for us:

• Excellent English language skills both written and verbal.
• 2-3 years of experience working in IT customer support or similar roles.
• Good interpersonal communication and customer service skills are needed to work successfully with customers in high-stress and or ambiguous situations.
• Strong aptitude for learning new technologies and understanding how to utilize them in a customer-facing environment.
• Team player, able to solve problems and work effectively both within a team and individually as necessary.
• Flexibility to adapt to changing demands in a technical direct customer-facing role.
• A thorough understanding of common networking protocols. Knowledge of TCP/IP, routing, switching and related protocols, network environments, and topologies.
• Good understanding of vSphere, storage, networking, and troubleshooting techniques.
• Understanding of how virtual machines are created, cloned, and managed.
• Understanding of CPU, RAM, Disk, and Storage types (NAS, SAN, RAID, SSD, HDD).
• Ability to analyze logs, identify patterns and resolve complex cases.
• Willingness to work outside of normal business hours.
• Previous experience in busy technical support departments.
• Foreign language skills (German, French, or Spanish) would be a plus but not essential.