L2 Support Engineer - Cloud & Server Infrastructure
L2 Support Engineer - Cloud & Server Infrastructure
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Job Description
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:
- Bachelors degree in Computer Science Information Technology or a related field or equivalent practical experience.
- 3-5 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).
Employment Type
Full-time
