IT Support Engineer (AWS)
Qualient Technology solutions is looking a IT Support Engineer with AWS Administrator Experience and AWS Connect Experience.
About Qualient:
Qualient is a dynamic and innovative tech consultancy at the forefront of digital transformation services. We partner with businesses across diverse industries, enabling them to harness the power of technology to drive growth, enhance efficiency, and create exceptional customer experiences.
Job Description:
Responsibilities
- Investigate and diagnose technical problems, working closely with customers to resolve issues and scalate when necessary.
- Maintain a deep understanding of our products and services, staying updated on new features and updates.
- Create and maintain detailed support documentation, including knowledge base articles and FAQs.
- Gather customer feedback and insights to help improve our products and services, and communicate feedback to the relevant teams.
- Provide training and guidance to TSD users on how to use our products effectively.
- Ensure the quality and reliability of our support services by adhering to established service level agreements (SLAs).
- Collaborate with cross-functional teams, including developers and product managers, to resolve complex technical issues and improve product/infrastructure functionality/resiliency.
- Investigate and diagnose technical problems for TSD users, working closely with customers to resolve issues and escalate when necessary.
Role Requirements
- 3+ years' experience within a technical support role, with strong problem-solving skills with preferred experience of AWS Connect, site infrastructure, networking etc.
- Experience of BC/DR rehearsals, planning and understanding of how to invoke in a live event to minimize service disruption
- Provisioning, operating, and managing AWS cloud environments, especially AWS multi-account environment, AWS Contact Centre, Lambda etc.
- Creating tools and workflows to support software engineers with testing, continuous integration, and continuous delivery, ie, Code Pipeline, GitHub Action, Terraform, CloudFormation etc.
- Deploying, automating, maintaining, and managing an AWS production environment.
- Ensuring availability, performance, security, and scalability of AWS production systems.
- Managing the creation, release, and configuration of production systems
- Experience in platform application and Security monitoring tool, ie, AWS GuardDuty,
- SecurityHub, Grafana, Dynatrace and Splunk
- Ability to work independently and handle multiple support requests.
- Experience with support ticketing systems is a plus.
Reference: 2675561969
IT Support Engineer (AWS)
Posted on Nov 7, 2023 by Qualient Technology Solutions UK Limited
Qualient Technology solutions is looking a IT Support Engineer with AWS Administrator Experience and AWS Connect Experience.
About Qualient:
Qualient is a dynamic and innovative tech consultancy at the forefront of digital transformation services. We partner with businesses across diverse industries, enabling them to harness the power of technology to drive growth, enhance efficiency, and create exceptional customer experiences.
Job Description:
Responsibilities
- Investigate and diagnose technical problems, working closely with customers to resolve issues and scalate when necessary.
- Maintain a deep understanding of our products and services, staying updated on new features and updates.
- Create and maintain detailed support documentation, including knowledge base articles and FAQs.
- Gather customer feedback and insights to help improve our products and services, and communicate feedback to the relevant teams.
- Provide training and guidance to TSD users on how to use our products effectively.
- Ensure the quality and reliability of our support services by adhering to established service level agreements (SLAs).
- Collaborate with cross-functional teams, including developers and product managers, to resolve complex technical issues and improve product/infrastructure functionality/resiliency.
- Investigate and diagnose technical problems for TSD users, working closely with customers to resolve issues and escalate when necessary.
Role Requirements
- 3+ years' experience within a technical support role, with strong problem-solving skills with preferred experience of AWS Connect, site infrastructure, networking etc.
- Experience of BC/DR rehearsals, planning and understanding of how to invoke in a live event to minimize service disruption
- Provisioning, operating, and managing AWS cloud environments, especially AWS multi-account environment, AWS Contact Centre, Lambda etc.
- Creating tools and workflows to support software engineers with testing, continuous integration, and continuous delivery, ie, Code Pipeline, GitHub Action, Terraform, CloudFormation etc.
- Deploying, automating, maintaining, and managing an AWS production environment.
- Ensuring availability, performance, security, and scalability of AWS production systems.
- Managing the creation, release, and configuration of production systems
- Experience in platform application and Security monitoring tool, ie, AWS GuardDuty,
- SecurityHub, Grafana, Dynatrace and Splunk
- Ability to work independently and handle multiple support requests.
- Experience with support ticketing systems is a plus.
Reference: 2675561969
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