Job Title: Senior AWS Support Engineer
We are looking for a Senior Support Engineer (AWS) to join our experienced and highly regarded Managed Services Operations team in Oakville to help support services based around AWS. The Engineer will be the AWS Subject Matter expert who will also mentor/train more junior staff. The role will require a mix of technical excellence, strong communication, customer service skills and IT service management process knowledge.
- Analyze and troubleshoot complex technical support incidents and problems for our clients
- Document, implement and test changes in accordance with Change Management procedures
- Pick up on gaps in our existing or incoming services, processes or methods and self-start towards solutions.
- Provide executive updates proactively
- Monitor and analyze customer’s environments, providing recommendations for continuous improvement and optimization of technology investments
- Escalate potential problems and client support issues to management or third-party vendors as per SLA contract
- Maintain and improve technical documentation associated with supported client environments
- Demonstrate excellent customer service skills through all levels of communication, incident/problem management, escalation, and resolution activities
- 5+ years in a Cloud Engineer Role
- Experience with AWS IaaS platform
- Experience with Windows Server Operating Systems
- Knowledge or desire to develop skills and knowledge related to IaaS platforms, such as Microsoft Azure
- Strong, hands-on experience with AWS cloud solutions
- 5+ years’ experience supporting clients (Internal or external) via phone, email, or desk side
- Microsoft Certifications
- ITIL an asset
- Azure is an asset
- Experience and success in coaching and mentoring technical and customer experiences.
- Strong analytical and problem-solving skills
- Self-starter, and be able to manage expectations with customers
- French speaking would be an asset
- Experience working within a 24x7 technical support environment strongly considered