St Leonards,

Position:

Support Engineer - Palo Alto

Job Description:

About the Role:
Arrow ANZ is one of the industry’s leading distributors of IT products, specializing in security, networking, storage, unified communications, product service renewals and the cloud.
Arrow currently employs one hundred and seventy staff across its Sydney, Melbourne, Brisbane, Perth, Canberra, Auckland, and Wellington offices. The company’s “flat” management structure, open door policy, open communication and approach to its staff, their development and career progression have created a uniquely fresh and innovative working environment and culture.
Arrow works with a range of market-leading vendors to provide advanced and emerging technologies that solve real-world business challenges. We back it with an unparalleled channel services model that goes beyond traditional channel distribution. We help match the right vendor and solution to our customers’ challenges, helping them solve complex business issues and translating complex technology into tangible business benefits. 

An exciting opportunity awaits the successful candidate to join our 24x7 Channel Support team as a helpdesk engineer providing best in class level 1 and 2 technical support to Arrow’s partners. The role is unique and serves as a fantastic platform to progress one’s experience, technical capabilities, certifications in a collaborative supportive working environment.

What You’ll Be Doing

•    Provide Tier II technical assistance to our channel via helpdesk support line 
      or via our ticketing portal. 
•    Provide support in-line with our documented procedures and SLA’s. 
•    Log all help desk interactions.  Log tickets for all new incidents and 
      requests (phone and email) and manage tickets through to completion. 
•    Identify and escalate situations requiring urgent attention. 
•    Attend regular helpdesk ticket review sessions. 
•    Stay current with system information, changes and updates, for product 
      sets we support. 
•    Successful candidate must obtain Palo Alto PCNSE within 6-month 
      probation period, all training to achieve this will be funded by Arrow. 
•    Successful candidate will obtain baseline cloud certification in MSFT and 
      AWS within 12 months of commencement. 
•    Be available to provide after-hours technical support as per team roster. 

      Expected behavior of the individual.
•    Obtain consistent high NPS rating from customers. 
•    Continuation of professional development. 
•    Customer Service Focus. 
•    Communication. 
•    Attention to Detail.
•    Adaptability 
•    Decision Making 
•    Ethical Conduct 
•    Ability to priorities work tasks and manage time efficiently and effectively.
•    Ability to work independently of others and have the initiative and drive that 
     a small company requires to succeed. 
•    Provide all positive and negative customer and vendor feedback to your 
     direct reports in a concise and documented manner. 
•    Customer Service Focus 
•    Attention to detail in all verbal and written communication. 
•    Adaptability in a busy environment. 
•    Familiarity and competency in utilizing Arrow’s internal systems and tools. 
•    Provide and meet all reporting, compliance and information obligations as 
      directed by Arrow’s management. 

What We Are Looking For

•    Required skills of the individual. 
•    Experience with Palo Alto Next Generation firewall technology, Cortex, 
      Prisma and Panorama devices 
•    5 years experience in computer networking and IT security. 
•    Previous experience working within a structured service desk environment. 
•    Exceptional communications skills with a passion for outstanding 
      customer service. 
•    The ability to configure and troubleshoot software and hardware issues. 
•    Ability to work alongside other support engineers providing support and 
      advice on a day to day basis to our experienced channel via our helpdesk. 
•    Familiarity with state-full inspection port-based firewall security concepts 
      and other security technologies such as IPS, Proxy and content filtering is 
      considered beneficial. 
•    Experience and ability to demonstrate knowledge of public cloud 
      technologies would be significantly beneficial. 
•    PCNSE certificate would be significantly beneficial.

About Arrow

Arrow ECS is one of the industry’s leading distributors of IT products, specializing in security, networking, storage, unified communications and product service renewals.
Arrow ECS currently employs over one hundred and eighty staff members across its Sydney, Melbourne, Brisbane, Perth, Canberra, Auckland and Wellington offices.
The company’s “flat” management structure, open door policy, open communication and approach to its staff, their development and career progression have created a uniquely fresh and innovative working environment and culture.
Learn more at https://ecs-anz.arrow.com/

Location:

AU-St Leonards, Australia (Herbert St)

Time Type:

Full time

Job Category:

Engineering and Technology

St Leonards,

For any great company, the biggest asset is its people. Arrow Electronics is no exception. Our global workforce of over 18,000 employees in many locations around the globe, strive each day to deliver the products and services that create value for our customers and suppliers worldwide.

Arrow is an award-winning Fortune 200 company and a global provider of electronic components and enterprise computing solutions. Arrow offers many challenging and rewarding career opportunities for motivated individuals who are driven to succeed.

At Arrow, you'll be part of a team dedicated to global growth and innovation in an industry that is changing the world. Plus, we work with state-of-the-art technologies and some of the biggest players in the industry. You have the opportunity to acquire the skills necessary for personal advancement and gain visibility through shared leadership with peers and management. At Arrow, we'll encourage you to develop your talents and discover new challenges every day.

Arrow is an Equal Opportunity Employer.

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