L2 Support Engineer-AWS cloud Server Infrastructure

Job Summary:

The L2 Support Engineer will be responsible for providing operational and administrative support for our cloud and server infrastructures. This role primarily focuses on AWS services and multi-OS environments, including Windows and Linux. The ideal candidate will have hands-on experience with Infrastructure as Code (IaC), managing EC2 and RDS instances, and supporting AWS Control Tower. Secondary responsibilities include providing support for Azure VMs and Microsoft SharePoint. This is a critical role that requires a proactive, problem-solving mindset and a deep understanding of cloud and on-premise infrastructure components.

• Key Responsibilities:
• Cloud Infrastructure Support (Primary Focus - AWS):
• Provide L2 operational and administrative support for AWS cloud services, including but not limited to EC2, RDS, S3, IAM, VPC, and CloudWatch.
• Handle infrastructure as code (IaC) related support tasks, working with tools like Terraform or CloudFormation to troubleshoot and resolve issues.
• Monitor, manage, and troubleshoot EC2 instances and associated services to ensure high availability and performance.
• Perform routine administrative tasks for RDS instances, including backups, patching, and performance tuning.
• Support and maintain AWS Control Tower configurations, ensuring compliance with organizational policies and security standards.
• Resolve incidents and service requests related to AWS infrastructure within defined SLAs.
• Multi-OS Environment Support:
• Provide L2 support for server operating systems, including Windows Server and various Linux distributions (e.g., Ubuntu, RHEL, CentOS).
• Perform system administration tasks such as user management, patching, security updates, and performance monitoring.
• Troubleshoot and resolve issues related to server and application performance, connectivity, and stability.
• Azure & SharePoint Support (Secondary Responsibilities):
• Provide L2 support for Azure Virtual Machines (VMs), including deployment, management, and troubleshooting.
• Assist with support tasks related to Microsoft SharePoint, including site management, permission issues, and user access.
• General IT Support & Operations:
• Participate in on-call rotation for critical infrastructure support as needed.
• Collaborate with L1 support and other IT teams to escalate and resolve complex issues.
• Document all support activities, resolutions, and standard operating procedures (SOPs) accurately.
• Contribute to the continuous improvement of IT operations by identifying and proposing solutions for recurring issues.
• Participate in planned maintenance and project-based activities as required.
• Required Qualifications & Skills:
• Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent practical experience.
• 8-10 years of experience in an L2 support role with a focus on cloud and server infrastructure.
• Proven experience with AWS services, including EC2, RDS, VPC, IAM, and S3.
• Hands-on experience with at least one Infrastructure as Code (IaC) tool (e.g., Terraform, CloudFormation).
• Solid experience with system administration in both Windows Server and Linux environments.
• Familiarity with monitoring and logging tools (e.g., CloudWatch, Splunk, ELK Stack).
• Strong troubleshooting and problem-solving skills.
• Excellent communication and interpersonal skills.

Preferred Qualifications & Skills:

• AWS Certified SysOps Administrator - Associate or similar AWS certification.
• Experience with AWS Control Tower.
• Knowledge of Azure VM and/or Microsoft SharePoint administration.
• Experience with scripting languages (e.g., PowerShell, Python, Bash).
• Familiarity with ITIL framework and ticketing systems (e.g., ServiceNow, Jira).