We are looking for a highly skilled L2 Support Engineer to deliver advanced technical support for Windows and Linux operating systems running on AWS virtual machines (VMs). In this role, you will handle escalated incidents, conduct deep troubleshooting, apply operating system patches and security updates, and improve AWS performance and reliability. You will use your knowledge of AWS services and automation to resolve complex problems, support disaster recovery efforts, and help drive operational improvements. This position is best suited to an experienced professional with strong expertise in cloud infrastructure and operating system management.

**Key Responsibilities**

**Architectural Oversight**
– Design, implement, and optimize AWS architectures for Windows and Linux VMs, with a focus on performance, security, and scalability.
– Participate in Well-Architected Framework reviews and apply recommendations to improve system efficiency.

**Complex Troubleshooting**
– Resolve escalated critical issues affecting Windows and Linux VMs, including hybrid setups, multi-region environments, and services with interdependencies.
– Troubleshoot advanced AWS services such as Lambda, API Gateway configurations, or AWS Patch Manager.
– Perform root cause analysis (RCA) for repeat or high-impact incidents and implement corrective actions.

**System Management and Optimization**
– Perform advanced maintenance for Windows (e.g., Group Policy, registry tuning) and Linux (e.g., kernel settings, process optimization) on AWS.
– Execute and refine OS patching workflows for Windows (e.g., WSUS) and Linux (e.g., yum/apt), ensuring compliance and minimizing disruption.
– Optimize performance across Windows and Linux systems in AWS.

**Security and Compliance**
– Conduct security audits and compliance checks (e.g., SOC2, GDPR) and remediate identified vulnerabilities.
– Apply operating system security best practices (e.g., Windows hardening and Linux SSH management).

**Automation & DevOps**
– Automate infrastructure tasks such as patching, scaling, and monitoring using scripting (Bash, Python, PowerShell) and the AWS CLI.
– Provision AWS resources using Terraform or CloudFormation.

**Disaster Recovery & High Availability**
– Support high-availability configurations (e.g., multi-AZ deployments, failover clusters) to maintain uptime.

**Team Collaboration**
– Provide technical support and guidance to L1 engineers on complex incidents, patching processes, and AWS operations.
– Contribute to knowledge base content and troubleshooting documentation for Windows, Linux, and AWS-related tasks.

**Required Skills and Qualifications**

**Technical Skills**
– Strong knowledge of Windows Server (2016/2019/2022) and/or Linux distributions (e.g., CentOS, RHEL), including system diagnostics.
– Expertise in OS patching and troubleshooting for both Windows (Windows Update, WSUS) and Linux (yum, apt).
– In-depth understanding of AWS core services (EC2, S3, VPC, IAM) and advanced services (Lambda, API Gateway, EKS, CloudWatch).
– Ability to automate AWS operations using scripting (Bash, Python, PowerShell) and the AWS CLI.
– Experience with AWS CloudFormation and Terraform for provisioning and resource management.
– Knowledge of AWS security best practices, identity and access management (IAM policies), and networking concepts (VPC, subnets).
– Capacity planning skills to review resource trends and recommend adjustments.
– Performance optimization skills to identify and resolve bottlenecks in OS and AWS environments.
– Experience supporting complex migration and modernization initiatives.

**Soft Skills**
– Excellent problem-solving and analytical abilities for complex technical issues.
– Strong communication skills for documenting solutions and collaborating with team members and customers.
– Ability to work independently and as part of a team in a fast-paced, cloud-focused environment.
– Customer-oriented mindset with a strong commitment to resolving escalated issues quickly.

**Experience**
– 4–8 years of experience in IT support, systems administration, or cloud operations, focused on Windows/Linux OS management and AWS.
– Proven experience resolving complex issues in AWS-hosted Windows/Linux environments.

**Education**
– Bachelor’s degree in Computer Science, Information Technology, or a related field (or equivalent experience).

**Certifications (Preferred)**
– 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)

**Additional Requirements**
– Willingness to provide on-call support for critical incidents and oversee patching and recovery activities as needed.
– Proficiency with remote collaboration tools (e.g., Microsoft Teams, Outlook) and ticketing systems (e.g., ServiceNow, Jira).