Service Desk Engineer II
CDW
full-time
Posted on:
Location Type: Remote
Location: Mexico
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Job Level
About the role
- Provide best-in-class customer support for AWS Cloud Infrastructure
- Handle incidents caught by monitoring tools and see them through to resolution in a timely manner
- Triage and manage service desk tickets efficiently
- Assess and respond to alerts, incidents, and customer requests promptly
- Provide first-call resolution for reported issues and alerts
- Escalate complex issues to Cloud Operations Architects
- Deliver exceptional support, meeting or exceeding Service Level Agreements
- Manage customer expectations and act as their advocate
- Perform routine tasks such as access management, application restarts, and instance resizing
- Follow the change management process for customer changes
- Stay updated on AWS services and best practices
- Contribute to the development of internal knowledge-bases and run-books
- Participate in post-incident reviews and implement lessons learned
Requirements
- Experience managing AWS cloud workloads, particularly EC2, RDS, VPC, and CloudWatch
- Foundational Linux and Windows system administration skills
- Excellent problem-solving abilities and customer service orientation
- Ability to work a flexible schedule including nights, weekends, and holidays
- AWS Associate Certification (required within 90 days of hire)
- Excellent written and verbal communication skills in English
Benefits
- Health insurance
- Flexible work arrangements
- Professional development opportunities
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
AWS Cloud InfrastructureEC2RDSVPCCloudWatchLinux system administrationWindows system administrationincident managementaccess managementapplication restarts
Soft Skills
customer supportproblem-solvingcustomer service orientationflexibilitycommunication skills
Certifications
AWS Associate Certification