IT Support Analyst (Cloud AWS Focus)

Description

Job Summary: We are seeking a proactive IT Support Analyst to provide N1/N2 support, manage IT assets, and support our AWS infrastructure while expanding expertise in Cloud and Infrastructure as Code (IaC). Key Highlights: 1. N1 and N2 technical support for hardware, software, and access 2. Equipment lifecycle management and endpoint security 3. AWS support and application of Terraform fundamentals for Infrastructure as Code (IaC) We are looking for a highly organized and proactive IT Support Analyst to join our team. Unlike traditional support roles, this position operates across two critical areas: direct support to our employees (N1 and N2\) and management of our IT assets — all while supporting and interacting with our AWS cloud infrastructure. If you enjoy solving problems, maintaining thorough documentation, and expanding your knowledge in Cloud and Infrastructure as Code (IaC), this is the role for you! **Responsibilities and Duties** * **Support and Resolution:** Provide Level 1 and Level 2 technical support to users, ensuring prompt and effective resolution of hardware, software, and access issues. * **Ticket Management:** Triage, classify, prioritize, and escalate complex tickets (N3/Engineering/DevOps) as needed using our ITSM tool. * **Inventory and Asset Management:** Rigorously manage the equipment lifecycle (laptops, peripherals, licenses) from procurement and setup (onboarding) through retrieval (offboarding) and maintenance. * **Endpoint Security:** Enforce corporate security policies on company laptops (antivirus installation, disk encryption, access control, and MDM). * **Cloud (AWS) Support:** Assist with administration, user access creation, and resolution of basic-to-intermediate issues in our AWS cloud environment. * **Infrastructure as Code:** Apply Terraform fundamentals to read, interpret, and execute minor adjustments to our infrastructure, collaborating closely with the engineering/infrastructure team. **Requirements and Qualifications** Proven and solid experience in end-user technical support (Help Desk/Service Desk N1 and N2\). Excellent organizational skills, attention to detail, and strong sense of priority. Experience managing IT inventory and equipment control. Practical knowledge of **AWS** (e.g., IAM user management, EC2, S3, etc.). * Familiarity with **Terraform** (understanding of IaC concepts, ability to read scripts and execute basic commands). * Knowledge of operating systems (Windows, Linux and/or macOS) and fundamental networking (TCP/IP, VPN, DNS). * Strong communication skills to interact empathetically and clearly with users of varying technical proficiency. **Preferred Qualifications (What Will Set You Apart)** * AWS certification (e.g., AWS Certified Cloud Practitioner or SysOps Administrator). * Experience with version control tools (Git/GitHub/GitLab). * Familiarity with ticketing systems (Jira Service Management, Zendesk, ServiceNow, GLPI, etc.).