Support Engineer Microsoft managing and improving Windows client infrastructure for a leading IT service provider in Europe.
About the role
- Senior AWS Support Engineer managing complex AWS-related support issues. Collaborating with global teams and improving support processes at Ingram Micro.
Responsibilities
- Monitor and Manage Support Cases: Oversee incoming AWS-related support issues from frontline agents, ensuring they are progressing efficiently and escalated as needed.
- Mentorship: Guide and support frontline support engineers, sharing your expertise and helping them grow.
- Reduce Escalations to AWS (L3): Act as the senior technical authority to resolve complex issues internally, minimizing the need to escalate to AWS support.
- Hands-On Troubleshooting: Step in to troubleshoot and resolve advanced technical issues across AWS services (e.g., EC2, S3, RDS, VPC, Lambda). Ensuring the customer experience is top of mind.
- Process Improvement: Design and implement support workflows and preventive measures to reduce recurring issues and improve first-time resolution rates.
- Enhance Team Knowledge: Strengthen the capabilities of the support team through training sessions, documentation, and active knowledge sharing.
- Documentation & Best Practices: Create and maintain technical documentation, SOPs, and knowledge base articles.
- On-Call Support: Participate in a rotating on-call schedule for critical issues.
- Skill Development: Stay up to date with the latest AWS technologies and best practices and share knowledge with the team.
Requirements
- Bachelor’s degree or equivalent within Information Technology, Computer Science, or related discipline.
- 8+ years in technical support, service-desk or customer-facing IT roles.
- 4+ years of hands-on experience supporting AWS.
- Experience with cloud computing and infrastructure.
- Strong hands-on troubleshooting skills but not limited to the following: HTTP/HTTPS, DNS, TCP/IP, Windows & Linux OS.
- Ability to diagnose, isolate and resolve network connectivity/performance issues.
- Strong knowledge of AWS services but not limited to Amazon EC2, Amazon S3, AWS IAM, Amazon VPC, Amazon CloudWatch, Amazon RDS, AWS Lambda, AWS CloudFormation, Elastic Load Balancing (ELB), and Amazon Route 53.
- Expertise in isolating and resolving issues related to AWS Direct Connect, AWS Site-to-Site VPN, route tables, VPC subnet and NACL/Security Group configurations.
- Identifying and understanding performance issues for webservers using AWS CloudWatch metrics.
- Ability to understand and provide recommendations leveraging AWS Documentation.
- One or more valid AWS certifications such as AWS Certified Solutions Architect, AWS Certified SysOps Administrator, or AWS Certified DevOps Engineer are required.
Benefits
- flexible Healthcare
- Dental
- Vision
- well-being benefits and perks
- critical illness
- disability coverage
- mental health support
- paid time off
- RRSP Matching
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