04 June 2021
Support Engineer Level 1 (Amazon Web Services)

Overview:

Beepo is a Probe Group company, a full service Australian owned outsourcing company. With 12,600 people and over 15,000 deployed workstations across 6 countries. Making Probe the largest and most diverse Australian owned customer experience outsourcing provider. 
 
Our Beepo office is located in Clark, Pampanga. We provide exceptional workforce support to clients all over the world. Our primary focus is to help businesses grow sustainably with the help of fantastic Philippine talent.
 
You will be supported by a great working environment, leading benefits, and an opportunity to meet your career goals. You will be able to apply your skills and innovative thinking to this role. This is an opportunity to grow your career quickly.
 
 
Duties and Responsibilities:
 
Service Desk
  • Record user requests into the service desk that come through phone, email or other avenues
  • Triage tickets, and provide root cause analysis
  • Follow standard operating procedures to resolve common issues and service requests
  • Identify common issues or requests that do not have KB articles or standard operating procedures
  • Response and resolution of issues and requests within the service level agreements (SLA)
  • Timely escalation of issues and requests to ensure SLA’s are met
  • Highlight tickets that have not been categorised by service desk automation tools
Proactive Plans
  • Generate monthly proactive plan reports for customers assigned
  • Attend monthly meetings, and create action items as incidents or service requests
  • Ensure resolution of tickets by the next meeting where possible
Core Values
  • Personally own and exhibit the company’s Core Values every day: Do it in 40, Trust, Respect and Integrity, Thirst for Learning, Entrepreneurial Spirit and Customer Success
Collaboration
  • Work together with team members and other people from across the business to achieve the shared company goal
Process Management
  • Follow the company’s standard workflows and processes published on the Wiki or Knowledge Base
  • Suggest improvements to inefficient processes
Oversight and Personal Performance
  • Provide regular updates of delegated tasks to line management
  • Partake in weekly one-on-one’s with the assigned line manager
Risk Management
  • Adhere to all company procedures and policies as they relate to risk and security management
Qualifications and Experience:
  • Degree in Information Technology, Computer Science or related
  • At least 2 to 3 years of experience in an IT Support role
  • Experience in Amazon Web Services (AWS)
  • Ticketing Management experience
  • Hands-on infrastructure operations experience
  • Internal or external Service Desk experience
  • Knowledge of AWS Foundational services (IAM, EC2, VPC, S3, EBS)
  • Knowledge of AWS Database services: (DynamoDB and RDS)
  • Knowledge of AWS Management services: (Auto Scaling, CloudWatch, ELB, AWS Trusted Advisor)
  • Knowledge of AWS CloudFormation
  • Preferably with experience with Linux and Windows System Administration and scripting abilities in bash
  • Networking basics (TCP/IP, routing)
  • Web technologies (http, ssl, apache, nginx)
  • Network and Web Security foundation
  • Excellent communication skills: Ability to comfortably provide technical support over the phone; professional demeanor, previous customer service experience
  • Ability to work in a team and communicate effectively
  • Attention to detail and an ability to keep detailed documentation updated and accurate
  • Ability to multi-task and adapt to changes quickly
  • Self-motivated with the ability to work in a fast moving environment
  • Have the willingness to provide after hours or weekend support as deadlines or emergency responses dictate
  • Can work with or without supervision
  • Take ownership and responsibility of issues from start through to a successful resolution
  • Exercise patience and professionalism during stressful situations
  • Develop a written personal learning plan in conjunction with the supervisor
  • Be an energetic advocate for the company to the AWS market and any potential candidates
  • Certifications in AWS such as AWS Certified Solutions Architect would be an advantage
  • Ideally with knowledge in Freshservice Ticketing software or similar
  • Linux background would be nice to have