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 completed
- Provide technical support as requested, for internal and external customers
Personal Skills Development
- Keep up to date with current and future technologies, products and strategies
- Build a solid skills foundation in chosen subject matter
- Build 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 environments
- AWS 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/Networking
- Migrations from VMware and/or Azure
- Experience 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.
