Job Description: AWS Support Engineer (Windows/Linux on AWS)
Job Title: AWS Support Engineer
Job Overview :
We are seeking a proactive L1 Support Engineer to deliver first-line technical support for Windows and Linux operating systems hosted on AWS virtual machines (VMs). In this role, you will monitor AWS environments, troubleshoot OS issues, apply system patches, and ensure the performance, availability, and security of Windows and Linux systems. Leveraging basic AWS skills, you will assist customers and uphold operational standards in a cloud environment. This position is perfect for an entry-level professional passionate about cloud technologies, OS management, and patching.
Monitoring and Incident Response:
Monitor AWS environments (EC2 instances hosting Windows and Linux VMs) for performance, availability, and OS-specific issues, including patch status.
Respond to alerts related to Windows and Linux system health (e.g., CPU, memory,disk usage, unpatched vulnerabilities) and take corrective actions.
Escalate complex OS, patching, or AWS issues to L2 support or senior engineers as needed.
Perform basic troubleshooting and maintenance for Windows (e.g., event logs,services) and Linux (e.g., logs, processes) VMs in AWS.
Deploy and configure AWS resources (e.g., EC2 instances) with Windows or Linux OS using predefined templates.
Conduct system patching for Windows (e.g., applying Windows Updates) and Linux (e.g., yum, apt updates) VMs to maintain security and compliance.
Assist with restore operations for Windows and Linux systems hosted in AWS.
Contribute to and maintain knowledge base articles specific to Windows and Linux troubleshooting, OS patching procedures, and AWS-related tasks.
Document patching schedules, troubleshooting steps, and solutions for both Windows and Linux environments.
Engage with customers to resolve Windows and Linux OS issues, including patching-related inquiries, effectively and efficiently.
Provide clear, concise explanations of technical issues, such as patching impacts or AWS service interactions.
Adhere to security best practices for managing Windows (e.g., timely patching,user access) and Linux (e.g., permissions, SSH, patch updates) systems.
Identify and report potential OS-level security threats or vulnerabilities (e.g.,missing patches) in AWS-hosted VMs.
Technical Skills:
Strong understanding of Windows operating systems (e.g., Windows Server 2016/2019/2022) and/or Linux distributions (e.g., Ubuntu, CentOS, RHEL).
Proficiency in basic Windows administration (e.g., Active Directory, PowerShell) and Linux administration (e.g., command-line tools, Bash scripting).
Experience with basic OS patching processes
Familiarity with AWS core services (e.g., EC2, S3, VPC, IAM) and their integration with Windows and Linux VMs.
Knowledge of troubleshooting techniques for OS-level issues (e.g., high CPU usage,disk failures, patching failures) in cloud environments.
Competence in command-line interfaces and scripting (e.g., PowerShell for Windows patching, Bash for Linux updates).
Understanding of backup and recovery processes for Windows and Linux systems in AWS.
Excellent verbal and written communication skills for customer support and documenting OS and patching processes.
Strong problem-solving and analytical skills to diagnose Windows, Linux, and patching-related issues.
Ability to work independently and collaboratively in a fast-paced, cloud-focused environment.
Customer-focused mindset with a commitment to resolving OS and patching challenges.
1-2 years of experience in IT support, including hands-on work with Windows and Linux operating systems and OS patching (preferred).
Exposure to AWS or another cloud platform hosting Windows/Linux VMs is an advantage.
Education:
Bachelor’s degree in Computer Science, Information Technology, or a related field (or equivalent experience).
Certifications (Preferred):
AWS Certified Cloud Practitioner
Microsoft Technology Associate (MTA): Windows Operating System Fundamentals
RHEL Linux or equivalent Linux certification
Additional Requirements
Willingness to work in shifts, if required, to provide 24/7 support for Windows and Linux systems, including patching windows.
Comfortable with remote collaboration/Mailing tools (e.g., Microsoft Teams, Outlook
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What We Do
At Rackspace Technology, we accelerate the value of the cloud during every phase of digital transformation. By managing apps, data, security and multiple clouds, we are the best choice to help customers get to the cloud, innovate with new technologies and maximize their IT investments. As a recognized Gartner Magic Quadrant leader, we are uniquely positioned to close the gap between the complex reality of today and the promise of tomorrow. Passionate about customer success, we provide unbiased expertise, based on proven results, across all the leading technologies. And across every interaction worldwide, we deliver Fanatical Experience TM — the best customer service experience in the industry. Rackspace has been honored by Fortune, Forbes, Glassdoor and others as one of the best places to work.
