What are the responsibilities and job description for the Cloud Support Analyst (AWS) position at Trilogy International, Inc?
Job Details
Title: Cloud Support Analyst (AWS)
Location: Dimondale, MI-Hybrid(only Locals)
Duration: 12 Months
Required Skills
Skill Type
Skill Name
Certification Education License Other Skill
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
Skill Type
Skill Name
Certification Education License Other Skill
Master s degree within an information technology focus
- 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.
- 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.
Skill | Required / Desired | Required Years of experience |
Experience in a professional office environment | Required | 2 |
Experience developing IT infrastructure reports | Required | 3 |
Development of script-based solutions for infrastructure provisioning and automation | Required | 4 |
Resolving ITSM ticketing at a tier-2 level | Required | 3 |
Producing internal operations documentation | Required | 3 |
Deploying PaaS within public cloud space | Required | 2 |
Project management skills and knowledge in project management and related methodologies | Required | 1 |
Bachelor s degree within an information technology focus | Required | 1 |
Master s degree within an information technology focus | Preferred | 1 |
Identity management and role-based access control administration | Required | 1 |
