AWS Support Engineer (L2, NOC)

  • Full time
  • Prague
  • Posted 6 days ago
English (regular)
Windows Server (regular)
Linux (regular)
AWS (regular)
Opis stanowiska
ClearScale (headquartered in San Francisco, California, USA) – AWS Premier Consulting Partner has been offering a full range of professional cloud computing services for over 10 years, including architecture design, DevOps automation, refactoring and cloud-native applications development, integration, migration, solving all sorts of security issues (from just a security check to preventing cyber-attacks) and 24/7 technical support using the best advanced technologies.

We’re on the search for a Support engineer (NOC engineer, L2) who will play a key role in Clearscale’s Managed Services team. In this role, you will be part of a team that supports company clients’s cloud infrastructure health and service monitoring. This is a shift work (2×2) – 2 days day shift (9-21), 2 days off, 2 days night shift (21-9), 2 days off.

Codzienne zadania
  • Provide first- to second-level proactive support for ClearScale’s global customers
  • Client’ environment monitoring (* NIX-systems): actively monitor and maintain alerts, internal tickets, detection of bottlenecks, analysis of graphs
  • Assist in troubleshooting all operative and infrastructure incidents
  • Establish best practices for alerting and troubleshooting network events for the MSP Support team
  • Monitor the performance and capability of computer systems using diversified tools
  • Perform initial evaluations
  • Watch ticket queues to meet SLA requirements set and enforced by the ticketing system
  • Create trouble tickets with the carriers for circuit issues
  • In response to incidents, the Support engineer should carefully track and document all defects and resolutions in detail
  • Collaborate with the technical support team and engineering team as needed
  • Communications with the customer in English (emails, slack chat, calls, work sessions)

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