Senior AWS Support Engineer managing complex AWS - related support issues. Collaborating with global teams and improving support processes at Ingram Micro.
About the role
- Technical Support Specialist responsible for monitoring and troubleshooting customer equipment issues. Working independently or as part of a team, ensuring service excellence in technical support.
Responsibilities
- Diagnose and resolve customer issues related to EV chargers or escalate to manufacturers as needed.
- Communicate with customers and technicians via Five9 SoftPhone.
- Proactive monitoring of all equipment uptime and performance, and escalate manufacturers as needed.
- Follow up with manufacturers, service providers, and internal teams on open tickets.
- Meet client SLA targets for MTTA (Mean Time to Acknowledge) and MTTR (Mean Time to Resolve) on tickets, including emergency, crisis, VIP, and outage situations.
- Collaborate with team members through daily stand-up meetings and other communication tools.
- Consistently meet work and performance review expectations, ensuring high quality and productivity standards.
- Collaborate efficiently with other internal and external teams to resolve open tickets.
- Perform additional tasks as assigned.
Requirements
- Associate/Bachelor’s degree or any relevant vocational course and/or relevant certifications.
- Basic understanding of electrical concepts, including voltage, current, and power
- Experience managing wireless carriers, troubleshooting and provisioning/deactivation.
- Experience with LAN and WAN networks, TCP communication, VPN, and OSI layer troubleshooting.
- Excellent verbal and written communication in English.
- Flexible for shifting and hybrid schedules.
Benefits
- monthly internet allowance
- performance incentives
- the coolest workplace ever (snacks, foosball, Ping-Pong, beer-o-clock!, and many more!)
- game nights
- internal learning and training programs
- regular team building activities, both virtual and in-person
- HMO coverage for you and your dependent
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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