L2 Support Engineer

Summary

Join our team as a highly skilled L2 Support Engineer, providing advanced technical support for Windows and Linux operating systems on AWS. You will resolve escalated incidents, troubleshoot complex issues, implement OS patching and security measures, and optimize AWS environments. Leveraging your expertise in AWS services and automation, you'll support disaster recovery and contribute to operational improvements. This role requires strong technical proficiency in cloud infrastructure and OS management, along with excellent problem-solving and communication skills. The ideal candidate will have 4-8 years of experience in IT support or cloud operations, a Bachelor's degree, and a proven track record of resolving complex AWS issues.

Requirements

• Possess advanced knowledge of Windows operating systems (e.g., Windows Server 2016/2019/2022) and/or Linux distributions (e.g., CentOS, RHEL), including system diagnostics
• Demonstrate strong expertise in OS patching, including deployment and troubleshooting for Windows (e.g., Windows Update, WSUS) and Linux (e.g., yum, apt)
• Have a deep understanding of AWS core services (e.g., EC2, S3, VPC, IAM) and advanced features (e.g., Lambda, API Gateway, EKS, CloudWatch)
• Show proficiency in AWS automation, scripting (e.g., Bash, Python, PowerShell), and AWS CLI for managing infrastructure and patching
• Have experience with AWS CloudFormation and Terraform for provisioning and managing resources
• Possess knowledge of AWS security best practices, identity and access management (e.g., IAM policies), and networking (e.g., VPC, subnets)
• Have the ability to analyze resource usage trends and recommend capacity adjustments
• Possess skills to identify and resolve performance bottlenecks in OS and AWS environments
• Have experience supporting complex migration and modernization projects for cloud-based systems
• Possess excellent problem-solving and analytical skills to address intricate technical challenges
• Have strong communication skills for documenting solutions and collaborating with team members and customers
• Have the ability to work independently and as part of a team in a fast-paced, cloud-focused environment
• Have a customer-focused approach with a commitment to resolving escalated issues efficiently
• Have 4-8 years of experience in IT support, systems administration, or cloud operations, with a focus on Windows and Linux OS management and AWS
• Have proven experience resolving complex issues in AWS-hosted Windows/Linux environments
• Have a Bachelor’s degree in Computer Science, Information Technology, or a related field (or equivalent experience)
• Be willing to provide on-call support for critical incidents and oversee patching or recovery operations as needed
• Have proficiency with remote collaboration tools (e.g., Microsoft Teams, Outlook) and ticketing systems (e.g., ServiceNow, Jira)

Responsibilities

• Implement and optimize cloud architectures for Windows and Linux VMs in AWS, focusing on performance, security, and scalability
• Participate in Well-Architected Framework reviews, applying recommendations to enhance system efficiency
• Resolve escalated critical issues involving Windows and Linux VMs, including hybrid environments, multi-region setups, and service interdependencies
• Debug and troubleshoot advanced AWS services such as Lambda functions, API Gateway configurations or AWS patch manager
• Conduct root cause analysis (RCA) for recurring or high-impact incidents and implement fixes
• Perform advanced maintenance for Windows (e.g., Group Policy, registry tuning) and Linux (e.g., kernel parameters, process optimization) VMs in AWS
• Execute and refine OS patching processes for Windows (e.g., WSUS integration) and Linux (e.g., yum/apt updates), ensuring compliance and minimal disruption
• Optimize performance for Windows and Linux systems in AWS
• Conduct security audits and compliance checks (e.g., SOC2, GDPR) and remediate identified vulnerabilities
• Enforce OS-level security best practices (e.g., Windows hardening, Linux SSH management)
• Automate infrastructure tasks (e.g., patching, scaling, monitoring) using scripting (e.g., Bash, Python, PowerShell) and AWS CLI
• Provision AWS resources using Terraform or CloudFormation
• Support high-availability configurations (e.g., multi-AZ setups, failover clusters) to ensure system uptime
• Provide technical guidance to L1 engineers on complex issues, patching workflows, and AWS operations
• Contribute to knowledge base articles and troubleshooting guides for Windows, Linux, and AWS-related tasks

Preferred Qualifications

• AWS Certified Solutions Architect – Associate
• AWS Certified DevOps Engineer – Professional
• AWS Certified Security – Specialty
• Microsoft Certified: Windows Server Administration (e.g., MCSA equivalent)
• Linux Professional Institute Certification (LPIC-1) or Red Hat Certified System Administrator (RHCSA)