AWS Support Engineer

AWS Support Engineer

This position is office based at Comms-care HQ (CW9 7UA) hybrid working pattern

About the role

We are seeking a skilled and motivated AWS Support Engineer to join our IT Managed Services team. The successful candidate will be responsible for providing advanced technical support to external customers, leveraging AWS cloud solutions and working within the ServiceNow platform for incident, problem, and change management. This role requires a deep understanding of AWS services, excellent troubleshooting skills, and a strong commitment to customer satisfaction.

As an AWS Support Engineer you will:

• Act as the escalation point for Tier 1 support, resolving complex AWS-related incidents and requests.

• Troubleshoot and resolve issues across a wide range of AWS services, including but not limited to EC2, S3, RDS, Lambda, VPC, IAM, CloudWatch, and CloudFormation.

• Diagnose and resolve performance, security, and connectivity issues within AWS environments.

• Assist customers in optimizing their AWS environments for performance, cost efficiency, and scalability.

• Manage and prioritise tickets using the ServiceNow platform, ensuring adherence to SLA targets and service quality standards.

• Conduct root cause analysis for recurring issues and implement permanent solutions.

• Document troubleshooting steps, solutions, and best practices in the ServiceNow knowledge base.

• Contribute to the development of automation scripts and tools for managing AWS environments.

• Collaborate with internal teams, including architecture, network, and application teams, to resolve customer issues.

• Work closely with AWS account managers and technical account managers for advanced troubleshooting and escalation.

In order to set you up for success we are looking for the following skills and experience

• Proficient in AWS core services such as EC2, S3, RDS, VPC, IAM, CloudWatch, CloudFormation, AWS Systems Manager and ideally some serverless experience e.g. Lambda, API Gateway etc.

• Good understanding of networking concepts, including VPC, subnets, routing, and VPNs.

• Practical experience with AWS CLI, SDKs, and APIs, and Infrastructure as Code (IaC) tools like CloudFormation or Terraform.

• Familiar with monitoring and logging tools such as AWS CloudWatch, AWS Config, or third-party tools like Datadog.

• Knowledge of security best practices, including IAM policies, encryption, and compliance standards.

• Proficiency in using ServiceNow for incident, problem, and change management.

• Understanding of ITIL processes and frameworks.

Qualifications we’d love to see:

• AWS Certifications (e.g., AWS Certified Solutions Architect – Associate/Professional, AWS Certified SysOps Administrator, or AWS Certified DevOps Engineer).

• Experience with scripting languages like Python, Bash, or PowerShell.

• Exposure to container technologies like Docker and orchestration tools such as Kubernetes.

• Familiarity with CI/CD pipelines and DevOps methodologies.

• Previous experience working in an MSP environment.

About Ingram Micro

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. Through Ingram Micro Xvantage™, our AI-powered digital platform, we offer what we believe to be the industry’s first business-to- consumer-like experience. We also provide a broad range of technology services, including financing, specialized marketing, and lifecycle management, as well as technical pre- and post- sales professional support.

Make an application to join the team!
None of this is achievable without great people, with a complete customer focus. Our team is as much about our people as it is our customers and business partners. We want associates with a strong desire to succeed. We offer an excellent base, commission, market leading incentives programme and clear career development. You will receive full training on the products you will be specialising in, and you will have access to a world leading catalogue of technology-based learning.

#LI-NA3