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Cloud Support Engineer

Department

Information Services


Reports to

IT Manager


Job Summary

The primary function of the Cloud Support Engineer is to work collaboratively with the Onpoint business team members, developers and other IT team members to build, support, and maintain IT infrastructure assets both in the Amazon Web Services cloud and in Onpoint’s on-premise data center. This role covers all aspects from end-user support to building Amazon Web Services environments from scratch. This role requires excellent interpersonal, communication, and troubleshooting skills, as well as the ability to adapt to changing priorities and work in a fast-paced environment.


Responsibilities

Amazon Web Services

  • Participate in AWS architecture discussions and decisions
  • Build virtual private cloud environments (VPC)
  • Build and harden EC2 instances running both Linux and Windows
  • Setup and configure elastic load balancers
  • Provisioning and secure S3 buckets and Elastic Block Storage (EBS)
  • Manage Identity and Access Management (IAM)

Security

  • Support Information Security Officer in HITRUST and other security audits
  • Build and harden systems to meet security requirements
  • Maintain File Integrity Monitoring system
  • Maintain Data Loss Protection system
  • Manage Security Information and Event Management (SIEM) system
  • Work with Information Security Officer to maintain Nessus vulnerability management system
  • Participate in ensuring backup policies are executing as expected
  • Ensure patch management policy is being adhered to

Networking

  • Setup, configure and maintain Cisco ASA and Barracuda NG firewalls
  • Setup separate sub-networks on-prem and in the cloud to meet security requirements
  • Maintain internal wireless and wired networks
  • Manage Virtual Private Networks

Operating System Expertise

  • Advanced knowledge of the Linux and Windows operating systems
  • Manage active directory and LDAPs

VMWare

  • Manage VMWare VCenter, virtual servers and storage

Storage

  • Manage Netapp storage array
  • Manage Pure storage array
  • Provision new disk from internal storage arrays to meet business needs

Monitoring - Actively monitor system performance, logs, and health and proactively report abnormalities

End User Support

  • Support internal users by determining root cause of issues and resolving these issues in a timely manner
  • Train users where necessary to reduce the volume of support requests
  • Escalate issues to appropriate personnel when required
  • Document issues within the problem management system with clear, concise and accurate information
  • Provide excellent customer service to end user community

Microsoft Office 365 Administration

  • Administer Office 365, Exchange, Skype and SharePoint through the Office 365 portal
  • Manage user accounts and troubleshoot any issues related to Office 365
  • Document system administration procedures and tasks

Windows Laptop Management & Support

  • Support and troubleshoot issues with user laptops including OS, hardware and software
  • Configure laptops for new employees
  • Install new software for employees when necessary
  • Laptop management: ensure laptops are being updated with security and other software patches, anti-virus
    definitions are up to date and that systems are secure, stable and performing well

Hardware Support – When necessary, build / upgrade server hardware to support application requirements

Documentation – Participate in writing new and updating existing system and procedural documentation

Other — Performs other duties as assigned:

  • Understands the value that Onpoint places on maintaining the confidentiality and integrity of its corporate and
    customer data and meeting its applicable privacy and security compliance requirements.
  • Ensures that Onpoint and customer data subject to privacy and security protections is accessed, handled,
    processed, transmitted, disclosed, and stored according to operational and IT policies and procedures.
  • Immediately reports any suspected or actual violation of privacy and security policies or unauthorized access or
    disclosure of Onpoint or customer data.
  • Understands that compliance with all privacy and security policies, laws, and regulations is part of each
    employee's annual performance evaluation.

Supervisory Responsibilities

None


Qualifications

  • Bachelor's degree (required)
  • 3-5 years’ experience in a similar role
  • AWS certification preferred
  • Strong Windows operating system experience (both server and desktop)
  • MCSE certification a plus
  • VMware VDI experience
  • Microsoft Active Directory experience
  • Microsoft Office suite experience
  • Microsoft Office 365 experience
  • Superior problem solving skills
  • Experience with security applications and protocols
  • Ability to work independently and manage projects as required
  • Knowledge of desktops, laptops, servers
  • Knowledge of SAS and SQL a plus
  • Knowledge of PC hardware, printers and mobile devices
  • Excellent organizational skills
  • Excellent writing and communication skills
  • Customer service focused

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