AWS Service Desk Engineer [MEXICO]

About The Job

As a Service Desk Engineer, you will be part of a multicultural 24x7x365 Cloud Operations team, you will provide best-in-class customer support for AWS Cloud Infrastructure. Your role will be to handle incidents caught by monitoring tools and seeing them through to resolution in a timely manner.  
Service Desk Engineers work four, ten-hour shifts a week or five, eight-hour shifts a week.
This position is 100% remote that sits in Mexico.

Responsibilities

Incident Management

• 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
• Handle confidential customer information and environments with the utmost care
• Contribute to customer satisfaction, retention, and overall success
• Administer monitoring systems, such as New Relic, CrowdStrike, and BigPanda
• Perform routine tasks such as access management, application restarts, and instance resizing
• Provision new AWS infrastructure per customer requests
• Follow the change management process for customer changes
• Manage backups and patching for customer environments
• Maintain comprehensive documentation for all support activities
• 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

Customer SuccessTechnical OperationsContinuous Improvement

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

Placement within the range is determined by a variety of factors, including but not limited to knowledge, skills, and ability as evaluated during the interview process.
Use of Artificial Intelligence (AI)
Our company leverages Artificial Intelligence (AI) as a tool to enhance and streamline various aspects of the hiring process. By submitting your application, you acknowledge and consent to the use of AI technologies in activities such as resume screening, interview scheduling, note taking and other administrative functions. Please note that all hiring decisions are made by human reviewers in compliance with applicable laws and best practices.
About Mission Cloud
Mission Cloud is an Amazon Web Services (AWS) Premier Consulting Partner and MSP. Clients depend on us to expertly and securely architect, migrate, manage, and optimize their cloud environments. Mission Cloud’s team of AWS Certified Solutions Architects and DevOps Engineers are ready to help you harness the full power of the AWS cloud to transform your business and operations.