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Cloud Engineer - AWS - Edinburgh

IT roles
Ref: 55 Date Posted: Thursday 15 Aug 2019
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* AWS / Cloud Engineer - based Edinburgh or Newcastle *

Pulsant is a leading UK provider of hybrid cloud solutions, expert colocation and infrastructure services across several key industry sectors.

We have big ambitions for the future – and want to speak to the right people with the right energy and values to take us there.  Our Cloud team are dedicated to helping our customers transition to the cloud - managing apps, data, security and multiple clouds - innovate with new technologies and maximize their IT investments.  So if you have an appetite for new technologies, a thirst for knowledge and exposure to AWS or Azure, this is an exciting time to join us!

A Cloud Engineer is the owner of complex customer issues which may take several days or weeks to resolve.  You will apply creative problem-solving techniques to identify the source of problems; while at the same time keeping the customer updated via the ticketing system and phone.

Working as part of a dedicated team, your role will be to:

  • Provide exceptional customer support via ticketing system, chat, and phone calls. 
  • Share information and knowledge with the support floor as appropriate.
  • Troubleshoots monitoring alerts, backup tasks (AWS Tools and/or Third Party solutions) and creates tickets accordingly.
  • Ticket queue management –monitoring ticket response times and taking appropriate actions to ensure team response time targets (SLAs) are met.
  • Provide 3rd line technical support to our AWS based customers, resolving incidents and problems both directly and through technical escalation
  • Respond to requests and execute changes
  • Quickly escalate tickets that cannot be resolved to the appropriate customer support team in line with Pulsant support processes
  • Work with vendors to identify relevant solutions

Skills & Experience

  • Experienced with cloud technologies
  • Solid AWS experience – certified to AWS SysOps level
  • Strong Shell scripting skills, and experience with automation tools
  • Detailed knowledge of networking protocols: DNS, HTTP, SSL, SMTP, TCP
  • In depth understanding of networks, protocols and internet technologies
  • Good understanding of ISO/BSI and ITIL frameworks
  • Good understanding of working with Service Level Agreements

In addition to developing your technical skills - you will benefit from a great salary, bonus, pension, private health care, free breakfasts and a fantastic team focused work environment.

We have a commitment to building inclusive workplaces; we value diversity in our workforce and welcome enquiries from everyone.