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AWS Cloud Support Engineer

  • Location


  • Sector:

    Cloud Engineer

  • Job type:


  • Salary:

    £0 per year

  • Contact:

    Helena Lackova

  • Contact email:

  • Contact phone:

    0113 380 1915

  • Job ref:


  • Published:

    4 months ago

  • Expiry date:


Location: Harrogate 2 days per week office based with the rest remote
Salary: up to £75k + benefits
Employment Type: Full-Time, permanent

Were looking for a Cloud Support Engineer focussed on AWS work to ITIL guidelines with respect to incident, problem and change management.

• Adopt an approach of Continual service improvement (CSI)
• Provide in-depth technical product support for all current products
• Monitor, review and resolve escalated technical support calls
• 24x7 out of hours escalation for customers including site visits where required
• Provide DR services to customers around the UK - this will include travel within and
outside normal work hours
• Customer site visits/meetings when required
• Respond, action, and resolve faults in relation to escalated calls logged both
internally and externally
• Advanced fault diagnosis remote and onsite
• Complex problem management, escalation to 3rd parties where necessary
• Complex problem documentation, resolution, and education to level 2
• Maintain sound working knowledge of customers OS and applications e.g., SQL,
Oracle, Exchange, Windows, Active Directory etc
• Liaise with Sales and presales teams to offer advice and guidance for new
• Remote or onsite installation of services to new order deadlines and ensure
customers solutions are delivered as per the contract
• Testing of new products / releases for support sign off
• Testing of bugs, and resultant fixes
• Provide technical backup to other teams within the development, presales, delivery,
and support departments
• Very high level of customer service, always retaining technical respect from the
• Training/mentoring of first- and second-line engineers and third line apprentices
• Problem management
• Customer management
• Proactive account management
• Updating and management of escalated service desk calls
• Maintain good relationships with key suppliers and ensure effective channels of
escalations are in place
• Develop a technical understanding of the service portfolio and customer solutions
• Manage integrity of configuration information stored on internal systems and
• Document process and procedures in line with PCI, ISO27001 & ISO9001