Cloud & IT Support Engineer

About the role

A hands-on Cloud & IT Support Engineer is sought who can manage AWS environments and provide remote Windows IT support. The role splits time between maintaining client AWS infrastructure and resolving IT tickets for Windows workstations, servers, Active Directory and Microsoft 365. The position requires availability during US Eastern business hours and in the Costa Rica office.

Key responsibilities

• AWS operations: operate and troubleshoot EC2, RDS, VPCs, security groups, load balancers, Route 53 and IAM; diagnose VPC, subnet, NAT gateway, VPN and DNS issues
• Support container workloads on ECS, EKS and Fargate, and maintain CI/CD pipelines
• Manage infrastructure as code with CloudFormation or Terraform, and automate tasks and reporting with Python, PowerShell, AWS CLI and Lambda
• Monitor environments with CloudWatch, handle alerts and incidents, and manage backups, patching, AMIs, snapshots and disaster recovery testing
• Track AWS costs and recommend optimizations
• Remote Windows workstation support, administration of Windows Server, Active Directory and Microsoft 365
• Manage helpdesk tickets with detailed notes and status updates, respond to endpoint security alerts and keep devices patched and compliant
• Write and update runbooks and knowledge base articles, and escalate issues until resolved

Required profile

• 3+ years in cloud, systems or IT support roles; 2+ years with AWS production environments
• Fluent written and spoken English
• Availability to work US Eastern business hours and in the Costa Rica office
• Nice to have: MSP or managed services experience, AWS/SysOps/Cloud or Microsoft certifications, Amazon WorkSpaces/AppStream 2.0 exposure, Okta or Entra ID experience, and Spanish fluency

Required skills

• EC2, RDS, VPC, IAM, S3, CloudWatch and troubleshooting
• Containers (Docker, ECS, EKS) and CI/CD practices
• Scripting with Python, PowerShell and Bash
• Networking fundamentals: TCP/IP, DNS, DHCP, routing, firewalls, VPNs
• Windows 10/11 remote support, Windows Server, Active Directory and Microsoft 365
• Nice to have: ConnectWise PSA, SentinelOne, AWS/SysOps/Cloud or Microsoft certifications