Wave Welcome Cloud Support Engineer Clinton, MD · Full time

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## This is not a Remote Position ##

About Wave Welcome:

Wave Welcome is a rapidly growing tech startup that specializes in delivering digital transformation and IT modernization services to medium sized organizations. We partner with firms to leverage the interplay between business and innovative technologies that help to enhance the velocity of delivery.

This is an onsite position where the ideal candidate will have the opportunity to contribute to our corporate culture and support our mission of democratizing access to leading technologies for all. We are proud of the fact that we embrace the principles of Conscious Capitalism to create a diverse working environment that makes a positive contribution to our community and region.

Position Summary:

We are seeking a Cloud Support Engineer to provide enterprise-level assistance internally and to our customers. You will diagnose and troubleshoot our AWS hosting environment, drone technology, and help our customers with installation of video surveillance equipment.

Cloud Support Engineer responsibilities include resolving hosting issues, configuring our AWS cloud environment and using remote desktop connections to provide immediate support. You will use email and chat applications to give clients quick answers to simple IT issues. For more complex problems that require nuanced instruction, you will contact clients via phone and/or provide clear, written instructions and technical manuals.

To be qualified for this role, you should possess requisite qualifications or a degree in a relevant field, like Computer Science, IT or Software Engineering. Microsoft, Cisco, AWS, or similar certifications are a plus. If you’re naturally inquisitive, and enjoy solving technical challenges, we’d like to meet you.

Ultimately, you will be a person who our team can count on. We will rely on you to provide timely and accurate solutions for some of our most vexing challenges.

Responsibilities:

As a Cloud Support Engineer, you will take ownership of Wave Welcome’s cloud hosting infrastructure and enterprise architecture by researching, diagnosing, troubleshooting, and identifying solutions to resolve system issues. The ideal candidate will be responsible for the following:

·      Research and identify solutions to software and hardware issues.

·      Diagnose and troubleshoot technical issues, including cloud setup and network configuration.

·      Ask customers targeted questions to quickly understand the root of the problem.

·      Track technical issues through resolution, within agreed time limits.

·      Talk clients through a series of actions, either via phone, email, or chat, until they’ve solved a technical issue.

·      Properly escalate unresolved issues to appropriate external teams (e.g., AWS technical support).

·      Provide prompt and accurate feedback to stakeholders.

·      Refer to internal database or external resources to provide accurate tech solutions.

·      Ensure all issues are properly logged.

·      Prioritize and manage several open issues at one time.

·      Follow up with leadership to ensure production environments are fully functional after troubleshooting.

·      Prepare accurate and timely reports.

·      Document technical knowledge in the form of notes and manuals.

·      Maintain collaborative relationships with clients.

Qualifications/Skills:

·      3+ years of AWS experience.

·      Customer service oriented.

·      Strong written, verbal and troubleshooting skills.

·      Proven work experience as a Cloud Support Engineer, Technical Support Engineer, IT Help Desk Technician, or similar role.

·      Hands-on experience with Windows/Linux/Mac OS environments.

·      Good understanding of computer systems, mobile devices, and other tech products.

·      Ability to diagnose and troubleshoot basic technical issues.

·      Familiarity with remote desktop applications and help desk software (e.g., ConnectWise).

·      Excellent problem-solving and communication skills.

·      Ability to provide step-by-step technical help, both written and verbal.

·      BS degree in Information Technology, Computer Science, or relevant field.

·      AWS Solutions Architect certification is a plus.

Preference(s):

•       AWS certifications and at least 3 years’ experience working with AWS.

•       Microsoft certifications and at least 3 years’ experience working with Microsoft.

•       Experience with flying drones with streaming capabilities.

•       Experience with surveillance cameras.

Benefits Package:

We offer a competitive benefits package that includes:

·      Health insurance

·      Dental insurance

·      Vision insurance

·      Life Insurance

·      Matching 401K

How to Apply:

If you are a highly motivated individual who thrives in a fast-paced environment and has a passion for automation and infrastructure, we would love to hear from you.

To apply for this exciting opportunity, please submit your resume, a cover letter detailing your interest in the position, and professional references (if available) to [email protected]. Applications will be accepted on a rolling basis until the position is filled. We thank all applicants for their interest; however, only those selected for an interview will be contacted.