Technical support analyst

Position Overview:

As a Cloud Support Analyst specializing in AWS, you will be essential in ensuring the efficient operation of our AWS cloud services. You will serve as the first point of contact for customers facing issues with AWS infrastructure and applications. This position requires strong technical expertise, excellent communication skills, and a customer-centric approach.

Key Responsibilities:

 Technical Support: Provide tier 1 and tier 2 support for AWS-related incidents and requests, troubleshooting issues within the AWS ecosystem.

 Issue Resolution: Analyze and diagnose problems, implementing effective solutions promptly while maintaining high levels of customer satisfaction.

 Script Development: Create and maintain script-based solutions (using tools like Python, Bash, or AWS CLI) for automating infrastructure provisioning and management tasks.

 Documentation: Maintain accurate records of support requests, solutions, and relevant technical documentation to enhance the knowledge base.

 Customer Interaction: Communicate effectively with customers, understanding their needs and providing clear updates throughout the support process.

 Collaboration: Work closely with architecture and application support teams to escalate and resolve complex issues, contributing to overall service improvement.

 Monitoring and Reporting: Monitor AWS systems for performance, reliability, and security, reporting any anomalies or trends to management.

Qualifications:

 Education: Bachelor’s degree in Computer Science, Information Technology, or a related field; a Master’s degree is preferred.

 Experience: 1-3 years of experience in technical support, preferably in an AWS environment.

 Technical Skills: Proficiency in AWS services (e.g., EC2, S3, SQS), understanding of networking concepts, and troubleshooting methodologies specific to AWS. Experience with scripting languages (e.g., Python, Bash) for automation.

 Soft Skills: Excellent communication skills, both written and verbal; strong analytical and problem-solving abilities; and a customer-focused attitude.

 Training: AWS Cloud Practitioner Essentials or other relevant AWS training are a plus.

Required Skills:

Experience in a professional office environment - 2 years

1-3 years of experience in technical support, preferably in an AWS environment.

Experience developing IT infrastructure reports - 3 years

Development of script-based solutions for infrastructure provisioning and automation - 4 years

Resolving ITSM ticketing at a tier-2 level - 3 years

Producing internal operations documentation - 3 years

Deploying PaaS within public cloud space - 2 years

Project management skills and knowledge in project management and related methodologies - 1 years

Bachelor’s degree within an information technology focus

Identity management and role-based access control administration - 1 years

Preferred Skills:

Master’s degree within an information technology focus