Service Desk Engineer/System Administrator (Mexico Only)
U.S. (Remote)
Mission – Engineering /
Full-time Direct Hire /
"Reinventing the world through cloud managed services"
We provide solutions for every stage of our clients' AWS cloud journey. From architecting, migrating, managing, and optimizing cloud environments, we are here to help you leverage the power of AWS to accelerate your business.
As a Service Desk Engineer, you will report to the Manager, Cloud Operations. As part of the multicultural 24x7x365 Cloud Operations team, you will provide best-in-class customer support for AWS Cloud Infrastructure. Service Desk Engineers work four, ten-hour shifts a week or five, eight-hour shifts a week.
Accountabilities
● Service Desk Ticketing and Monitoring
● Customer Support Ticket Triage
● First Call Ticket Resolution
This position is 100% remote. This opportunity is only open to applicants from Mexico.
Responsibilities
- Manage Service Desk ticketing and monitoring systems
- Assessment of alerts, incidents, and requests as they arrive; meet response
- Service Level Agreements
- Attempt to provide first-call resolution for all reported issues and alerts; escalate complex support requests/issues/alerts to Cloud Operations engineers
- Delegate incoming tickets according to priority
- Manage well-documented requests including access requests, application restarts and instance resizing
- Work with AWS account team to track end of support upgrade efforts
- Be on call during allocated hours as needed
Required Skills
- 6-12 months of hands on experience managing AWS cloud workloads, especially EC2, RDS, VPC, and CloudWatch
- Up to 1 year of System Administration experience (Linux and Windows)
- Experience in a technical customer support role that included planning, coordinating, problem resolution, and documentation
- Basic comprehension of the IT infrastructure and application stack
- Exposure to web server applications (Apache, nginx, Tomcat, IIS, or varnish)
- Be able to work a flexible schedule including nights, weekends, and holidays
- AWS Associate Certification (required within 90 days of hire)
Benefits
- Healthcare Stipend
- Generous PTO
- Paternal Leave
- Paid Holidays
- Home office expense reimbursement
- Our client's culture takes pride in being inclusive and family-oriented, respecting working hours and supporting flexibility for personal needs
Compensation
- Salary: $3,500 - $4,500 USD/month
