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Job Description: 

Ingram Micro is a leading technology company for the global information technology ecosystem.

With the ability to reach nearly 90% of the global population, we play a vital role in the worldwide IT sales channel, bringing products and services from technology manufacturers and cloud providers to business-to-business technology experts.

Our market reach, diverse solutions and services portfolio, and digital platform Ingram Micro Xvantage™ set us apart

Position Summary:

Role Summary

We have an excellent opportunity for an AWS Support Engineer to join our AWS services team and play a key role in supporting our continued growth plans. These plans aim to solidify our position as a leading global Services partner with AWS. The ideal candidate will have extensive experience in supporting customers running workloads on AWS, with a strong focus on troubleshooting, customer satisfaction, and continuous improvement. This role requires a deep understanding of AWS services, cloud infrastructure, and customer support best practices

Key Duties and Responsibilities

Working in close collaboration with the Regional Service Centre and wider in-country AWS teams, the core responsibilities of the role include, but not limited to, the following:

Project Delivery

Provide technical support to customers using AWS services, addressing their issues and queries promptly.Troubleshoot and resolve complex technical issues related to AWS infrastructure and applications.Escalate issues to higher-level support or engineering teams as necessary.Produce and update assignment documentation as required.Ensure that hand over to relevant support organisation is successfully completedProvide technical support as requested, for internal and external customers

Personal Skills Development

Keep up to date with current and future technologies, products and strategiesBuild a solid skills foundation in chosen subject matterBuild and enhance relationships with peers

Qualifications and Experience

An AWS Support Engineer should also have the following qualifications and experience:

Required Qualifications

AWS Certified Solutions Architect or AWS Certified SysOps Administrator certification.

Desirable Qualifications

AWS Professional Certification

Expected Experience (Migration and Transformation)

4+ years on AWS cloud environmentsAWS Optimisation Licensing and Assessment (OLA)AWS Migration Acceleration Program (MAP)Compute services (e.g. EC2, containers, serverless)Monitoring/Observability tools (e.g. CloudWatch, Prometheus, DataDog)VPCs/NetworkingMigrations from VMware and/or AzureExperience with networking, security, and compliance in cloud environments.Strong analytical and problem-solving skills.Experience with hybrid cloud environments and multi-cloud strategies.Familiarity with DevOps practices and tools such as Jenkins, Terraform, and Ansible.Monitor and respond to incidents affecting customer environments.Perform root cause analysis and implement preventive measures to avoid future incidents.Maintain detailed documentation of incidents, resolutions, and best practices.Assist customers in optimizing their AWS environments for performance, security, and cost efficiency.Conduct regular reviews and health checks of customer environments.Provide training and guidance to customers on AWS best practices and new services.Familiarity with ITIL or other service management frameworks.