Cloud Support Engineer

SEIZE THE OPPORTUNITY TO BE A PART OF SOMETHING GREAT!

Presidio is on the leading edge of a technology-driven movement to transform the way business is done, for our customers and our customers' customers. Joining Presidio means immersing yourself in a culture of self-starters, collaborators and innovators who make real, lasting change in the marketplace via cutting-edge technology and business solutions. At Presidio, we know that it’s our people that make the connections happen.

WHY YOU SHOULD JOIN US? You will set your career on track for outstanding achievement with a company that knows no limits. Presidio is a leading a global digital services and solutions provider focused on Digital Infrastructure, Business Analytics, Cloud, Security & Emerging solutions.

THE ROLE: Cloud Support Engineer

Job Summary

Technical and Professional Expertise:

• 1+ years ‘supporting and/building solutions on AWS
• 1+ years’ experience utilizing a ticket system such as Remedy, ServiceNow.
• Must be comfortable to work on 24/7 Environments (Predominantly on US business hours)
• Excellent English communication Skills
• A drive for Achievement and Effort, Adaptability/Flexibility, Attention to Detail, Analytical Thinking, Teamwork, Dependability, Initiative, Integrity, Persistence, Stress Tolerance.
• A history of successfully managing and operating multi-vendor environments.
• Strong interpersonal skills and expert level relationship management abilities – showcasing the ability to work well with many levels of client engineering and management.
• The ability to function in a team environment and recognize and take on tasks with self-direction.
• Passion to continue learning and expanding your knowledge.
  
  

Responsibilities

• Manage, configure, and troubleshoot customer AWS environments via phone and remote access.
• Build and oversee the day-to-day operation of various engineering solutions including hardware/software support, training, and special projects.
• Provide feedback to management on process improvements and areas of concern.
• Communicate and empathize with customers, peers, team and managers
• Creates and maintains good technical documentation/runbooks based on team standards.
• Be available while on-shift through several different venues – Instant Messaging, phone, emails and any new and acceptable methods of communication as deemed appropriate.
• Strong technical troubleshooting skills, perseverance, and patience
• Track vendor support cases through to problem resolution on production issues.
• Support ongoing efforts in defining best practice policies for all supported products and submitting these into the Knowledge Base.
• The engineer will be expected to develop additional skills in other products as business needs dictate.
• Respond to customer service calls and emails in agreed upon timeframe.
• Manage service tickets that are assigned to your personal and team queue.
• A firm understanding of teamwork and ability to follow all procedures and documentation as defined and provided by management.
• Other duties as assigned.
  
  

Technology/Area Of Specialization

• Experience with VPC, EC2, RDS, S3, CW, CF, ELB, ASG, EFS, EBS, WAF is mandatory
• Knowledge of RDS, REDSHIFT or other relational and non-relational databases
• Strong knowledge of Linux systems administration
• Troubleshoot complex issues with clients’ cloud infrastructure
• Administer and optimize cloud infrastructure
• Manage cloud infrastructure using infrastructure as code and automated configuration tools
• Embrace security-first, assumed breach methodologies to ensure client compliance and continuously improve client security posture
• Patch cloud infrastructure using a CI/CD pipeline to ensure that all instances are running the most secure software versions with the ability to react quickly to service impacting bugs and changes
• Continuously develop technical skills to gain mastery with the established DevOps toolchain and stay current with new services and technologies
• Experience leveraging DevOps solutions to deploy changes to cloud infrastructure
  
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  About Presidio
  
  Presidio is committed to Diversity, Equity, and Inclusion at the highest levels and has strengthened its drive to build and drive systemic DEI change process across all levels of the organization. Cultivating a culture of inclusion where the expression of all our differences are valued, celebrated, and add to our collective achievements.
  
  Presidio is a global digital services and solutions provider accelerating business transformation through secured technology modernization. Highly skilled teams of engineers and solutions architects with deep expertise across cloud, security, networking and modern data center infrastructure help customers acquire, deploy and operate technology that delivers impactful business outcomes. Presidio is a trusted strategic advisor with a flexible full life cycle model of professional, managed, and support and staffing services to help execute, secure, operationalize and maintain technology solutions. We serve as an extension of our clients' IT teams, providing deep expertise and letting them focus on their core business. Presidio operates in 40+ US offices and offices in Ireland, London, Singapore, and India.
  
  For more information visit: http://presidio.com