Cloud & IT Support Engineer
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Key Responsibilities
AWS Cloud Operations:
- Operate and troubleshoot AWS environments including EC2, RDS, VPCs, security groups, load balancers, Route 53, and IAM.
- Diagnose VPC networking, subnets, route tables, NAT gateways, VPNs, and DNS issues.
- Support container workloads on ECS, EKS, Fargate; maintain CI/CD pipelines.
- Manage infrastructure as code with CloudFormation or Terraform.
- Automate tasks and reporting using Python, PowerShell, AWS CLI, Lambda.
- Monitor environments with CloudWatch, handle alerts and incidents.
- Manage backups, patching, AMIs, snapshots, and disaster recovery testing.
- Track AWS costs and recommend optimizations. IT & Helpdesk Support:
- Provide remote Windows workstation support.
- Administer Windows Server, Active Directory, Microsoft 365 services.
- Manage helpdesk tickets with detailed notes and status updates.
- Respond to endpoint security alerts; keep devices patched and compliant.
- Write and update documentation including runbooks and KB articles.
- Escalate and follow through until issues are resolved to user satisfaction. Required Experience & Skills
- 3+ years in cloud, systems, or IT support roles; 2+ years with AWS production environments.
- Strong knowledge of EC2, RDS, VPC, IAM, S3, CloudWatch, and troubleshooting.
- Understanding of containers (Docker, ECS, EKS) and CI/CD practices.
- Scripting/automation experience (Python, PowerShell, Bash).
- Networking fundamentals: TCP/IP, DNS, DHCP, routing, firewalls, VPNs.
- Hands-on experience with Windows 10/11 remote support.
- Experience with Windows Server, Active Directory, Microsoft 365.
- Fluent English communication skills, both written and spoken.
- Availability to work US Eastern business hours and in Costa Rica office. Nice to Have
- Experience with ConnectWise PSA, SentinelOne, or similar tools.
- MSP or managed services provider experience.
- AWS/SysOps/Cloud certifications.
- Microsoft certifications (Microsoft 365 Admin, Azure Admin).
- Exposure to Amazon WorkSpaces, AppStream 2.0.
- Experience with identity/SSO platforms like Okta or Entra ID.
- Spanish fluency alongside English.
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