Job Description

Make The Connection.

Vix Technology is a global leader in providing innovative solutions for public transit, believing that accessibility should be a standard. With over 35 years of experience and systems deployed in more than 200 cities worldwide, we take a modular approach to integrate various partners and technologies, creating best-in-class solutions. Our dynamic team consists of over 450 dedicated professionals across 12 offices globally, spanning APAC, Europe, and North America. We pride ourselves on fostering a flexible and collaborative work environment that empowers our employees to connect and excel.

If you are passionate about making a difference in public transportation and thrive in a team-focused atmosphere, we invite you to apply and contribute to our vision of a more connected world.

The ability to attend our offices on-site, full time, 5 days per week is a requirement for this role.

Find out more about your new workplace!

We are seeking a highly motivated and enthusiastic Cloud Operations Support Engineer to become a member of our dynamic Support team located in Tempe, USA. This position reports to the Cloud Operations Team Lead and presents an excellent opportunity for entry to mid-level candidates who are eager to advance their careers in IT, Cloud Technologies, and Customer Project Support, all while gaining exposure to a diverse array of systems and technologies.

In this role, you will collaborate with experienced engineers and play a pivotal role in ensuring the smooth operation of our AWS platforms by providing first and second-line support.

What will you be responsible for?

• Delivering 24/7 Follow-the-Sun (FTS) first-line support and escalation for IT incidents and customer service requests, ensuring adherence to Service Level Agreements (SLAs).
• Addressing and resolving cloud-related incidents and operational tasks through our support platform, with an emphasis on maintaining uptime, performance, and reliability.
• Providing support for AWS environments to both internal stakeholders and external customers, including services such as EC2, S3, RDS, IAM, CloudWatch, among others.
• Working collaboratively with project teams to facilitate the deployment and operational readiness of cloud solutions for customers.
• Monitoring and troubleshooting cloud infrastructure, automation pipelines, and service performance utilising tools like CloudWatch, Splunk, or comparable solutions.
• Documenting, updating, and maintaining runbooks, knowledge base entries, and operational documentation.
• Escalating complex cloud or infrastructure challenges to senior engineers or platform specialists as necessary.
• Aiding in the execution of cloud operations projects, which encompass enhancements to observability, incident response, and infrastructure automation.
• Establishing and assisting with user devices (laptops, monitors, peripherals, phones) as well as onboarding/offboarding employees and managing asset registers.
• Contributing to the development and deployment of internal IT initiatives within the Corporate IT environment.

What does our ideal candidate look like?

We're looking for someone who understands that the Cloud and IT field is as much about technical expertise as it is about delivering excellent customer service. Your focus will be on ensuring a seamless user experience and communicating effectively with our users. You'll be a proactive individual who enjoys seeking out opportunities for skill enhancement, loves tackling challenges, and is dedicated to continuous learning. Your attention to detail will shine through, as you'll appreciate the importance of standardisation and documentation for our success. If you're sociable, enjoy having fun, and are an approachable team player ready to contribute positively to the culture of the Cloud Operations department and Vix Technology, we want to hear from you!

Essential Qualifications

• Tertiary qualification in Information Technology, or related discipline
• Ability to work independently, and as part of a globally decentralised team
• Enthusiastic personality with excellent communication skills
• AWS Cloud Practitioner

Desirable (but not essential)

• ITIL Foundations Certification
• Previous experience in a service desk or IT support role (including internships or volunteering)
• Exposure to tools like Google Workspace, Microsoft 365, Jira/Confluence
• Relevant industry recognised certifications are considered advantageous but not essential (e.g., CompTIA A+, MTA, Microsoft, Cisco)

Benefits

• Health Care Plan (Medical, Dental & Vision)
• Retirement Plan (401k, IRA)
• Life Insurance (Basic, Voluntary & AD&D)
• Paid Time Off (Vacation, Sick & Public Holidays)
• Family Leave (Maternity, Paternity)
• Short Term & Long Term Disability
  
  

Sounds good? Then apply now. Get on board today!

Add your resume and anything else to showcase why you would be a great addition to our team.  We regret that this position is only available for US Citizens or Green Card holders with current full time work rights for the US, currently residing in the USA.
No recruitment agencies, please! We won’t accept any introductions.

Vix Technology is an Equal Opportunity Employer and prohibits discrimination and harassment of any kind. We are committed to the principle of equal employment opportunity for all people and want to build a workforce as diverse as the community we serve. We aim to have a work environment where everyone feels included and everyone can realise their full potential.

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