Immediate requirement For AWS Cloud Support _ Inadev India

INADEV; United States; Remote; USD 70,000 - 110,000; Full time

Job summary

INADEV is seeking a talented Cloud Support Service Desk Engineer to join our cloud support team in the United States. You will be the first point of contact for customers facing technical issues related to cloud services and will resolve incidents, log requests in Jira, and coordinate with engineers to restore service.

The ideal candidate has 3+ years in cloud support, solid knowledge of AWS and Azure, Windows and Linux, and strong communication skills.

Qualifications

• Bachelor's degree in computer science or IT.
• 3+ years of Cloud Support Service Desk experience.
• Strong communication and teamwork.

Responsibilities

• Log and resolve cloud service issues using JIRA.
• Escalate complex issues to higher-level engineers.
• Monitor cloud infrastructure health and respond to alerts.
• Collaborate with DevOps, software engineering and operations teams.
• Provide 24/7 on-call support as needed.

Skills

Incident management

AWS & Azure

Communication

Troubleshooting

Cloud monitoring

Networking basics

Windows/Linux

On-call support

Documentation

Collaboration

Scripting basics

Education

Bachelor's degree in CS/IT

Tools

JIRA

AWS CloudWatch

Azure Monitor

Job description

Job Description:

We are seeking a talented and dedicated Cloud Support Service Desk Engineer to join our cloud support team. The ideal candidate will be responsible for delivering exceptional customer service, resolving issues related to cloud environments, and ensuring cloud systems perform optimally for our clients. You will act as the primary point of contact for customers facing technical issues related to cloud services

Key Responsibilities:

• Incident and Request Management: Log, track, and resolve customer issues related to cloud services in a timely manner using the JIRA system. Escalate complex issues to higher-level engineers when necessary.
• Technical Expertise: Solid understanding of cloud platforms (AWS, Azure ) and services like IaaS, PaaS, and SaaS.
• Customer Communication: Communicate effectively with customers, providing regular updates on incident resolution and ensuring their concerns are addressed with urgency and professionalism.
• Troubleshooting: Experience with troubleshooting cloud infrastructure, server issues, database performance, and application errors.
• Experience with Cloud Management Tools: Familiarity with tools for monitoring and managing cloud environments.
• Customer Service: Strong communication skills, both written and verbal, with a customer-first mindset.
• Networking Basics: Understanding of networking concepts, including DNS, IP addressing, VPNs, and firewalls.
• Operating Systems: Working knowledge of Windows and Linux-based operating systems.
• Monitoring and Alerts: Monitor cloud infrastructure health and performance, responding to alerts and proactively identifying potential issues before they impact customers.
• Certifications: Cloud certifications such as AWS Certified Solutions Associated , Microsoft Certified: Azure Fundamentals, or Google Cloud Associate Cloud Engineer are preferred.
• Problem-Solving Skills: Ability to think critically and resolve complex issues quickly and effectively.
• Attention to Detail: Careful with details, ensuring accuracy in diagnosing and documenting issues.
• Collaboration: Work closely with cross-functional teams, including DevOps, software engineering, and operations, to drive cloud adoption and innovation.
• Documentation & Knowledge Sharing: Maintain detailed documentation for troubleshooting processes, common issues, resolutions, and procedures to improve internal knowledge base and streamline support processes.
• On-call Support: Participate in an on-call rotation to provide 24/7 support when necessary.
  

Preferred Qualifications:

• Certifications: Cloud-related certifications, such as AWS Certified Solutions Architect, Microsoft Certified: Azure Fundamentals.
• ITIL Knowledge: Familiarity with ITIL (Information Technology Infrastructure Library) processes for service management.
• Scripting Skills: Experience with basic scripting languages (e.g., Python, Bash, or PowerShell) for automating tasks or troubleshooting.
• Experience with Monitoring Tools: Knowledge of cloud monitoring tools (e.g., AWS CloudWatch, Azure Monitor, 3rd party Monitoring tools) is a plus.

Qualifications:

• Bachelors degree in computer science, Information Technology, or a related field.
• 3+ years of working experience as a Cloud Support Service Desk Engineer.
• Strong communication and interpersonal skills, with the ability to work effectively in a team-oriented environment.