Cloud Administrator

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