Customer Service Engineer

Role Overview

We are looking for a technically skilled and proactive Networking & Cloud Engineer with knowledge of networking fundamentals, AWS infrastructure, VMware Horizon VDI migration, Terraform, Git, and GitHub.

The ideal candidate should demonstrate strong logical and analytical thinking, independent troubleshooting capabilities, effective ticket queue management, and confidence in client-facing communication. The candidate should be comfortable working in a migration and cloud operations environment, taking ownership of incidents, and collaborating with cross-functional teams.

Key Responsibilities

Networking & Infrastructure

• Troubleshoot network connectivity issues involving TCP/IP, DNS, DHCP, routing, switching, VPN, firewalls, subnets, and security rules.

• Analyze connectivity issues between on-premises infrastructure, AWS resources, and virtual desktop environments.

AWS Cloud & VDI Migration

• Demonstrate working knowledge of AWS services, including VPC, subnets, route tables, security groups, and network connectivity.

• Support VMware Horizon VDI-to-AWS migration activities, including validation, troubleshooting, and post-migration support.

• Understand AWS WorkSpaces or similar virtual desktop solutions and their connectivity requirements.

Terraform, Git & GitHub

• Understand Infrastructure as Code (IaC) concepts and the use of Terraform to provision and manage infrastructure.

• Demonstrate basic knowledge of Terraform configuration files, providers, resources, variables, outputs, and state management.

• Understand Git fundamentals, including clone, pull, commit, push, branch, merge, and resolving basic conflicts.

• Use GitHub to access repositories, review configuration changes, manage branches, and collaborate on infrastructure code.

• Follow version control practices and support infrastructure changes through established review and approval processes.

Troubleshooting & Logical Thinking

• Investigate technical issues using a structured, logical approach and identify root causes rather than relying solely on predefined scripts.

• Evaluate potential solutions, validate results, and escalate issues with clear technical findings when required.

Queue & Incident Management

• Monitor and manage ticket queues, assess urgency and business impact, prioritize incidents, and meet SLA commitments.

• Take ownership of tickets from initial investigation through resolution, documentation, and closure.

• Maintain accurate ticket updates and proactively follow up on pending dependencies.

Client & Stakeholder Management

• Communicate confidently with clients during technical discussions, incident reviews, and status meetings.

• Explain technical issues, risks, dependencies, and proposed solutions in clear business-friendly language.

• Set realistic expectations, provide timely updates, and coordinate with networking, cloud, application, and infrastructure teams.

Documentation & Collaboration

• Maintain troubleshooting guides, migration documentation, incident records, and root cause analysis.

• Participate in knowledge transfer, technical reviews, and continuous improvement initiatives.

Required Skills & Experience

• Minimum 3 years experience in networking, infrastructure support, cloud operations, or a related technical role.

• Good understanding of networking fundamentals and connectivity troubleshooting.

• Basic to intermediate knowledge of AWS infrastructure and networking.

• Exposure to VMware Horizon VDI and migration concepts.

• Foundational knowledge of Terraform and Infrastructure as Code.

• Basic working knowledge of Git and GitHub for source control and collaboration.

• Familiarity with ticketing tools such as Jira or ServiceNow.

• Strong logical thinking, analytical skills, and a structured troubleshooting approach.

• Good verbal and written communication skills, with confidence in client-facing interactions.

• Ability to manage multiple tickets, prioritize workloads, and work within SLA-driven environments.

• Willingness to learn, take ownership, and work independently while collaborating with other technical teams.

Good to Have

• Hands-on experience with AWS WorkSpaces.

• Experience supporting Horizon-to-AWS migration projects.

• Practical experience writing or modifying Terraform configurations.

• Familiarity with pull requests, code reviews, and Git branching strategies.

• Exposure to CI/CD pipelines and automated infrastructure deployment.

• Knowledge of ITIL-based incident, problem, and change management processes.