AWS Service Desk Engineer

At CDW we make it happen together. Trust connection and commitment are at the heart of how we work together to deliver for our customers. Its why were coworkers not just employees. Coworkers who genuinely believe in supporting our customers and one another. We collectively forge our path forward with a level of commitment that speaks to who we are and where were headed. Were proud to share our story and Make Amazing Happen at CDW.

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.

What youll do:

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

Customer Success

• 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

Technical Operations

• 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

Continuous Improvement

• 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

What we expect of you:

• 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

We make technology work so people can do great things.

CDW is a leading multi-brand provider of information technology solutions to business government education and healthcare customers in the United States the United Kingdom and Canada. A Fortune 500 company and member of the S&P 500 Index CDW helps its customers to navigate an increasingly complex IT market and maximize return on their technology investments. Together we unite. Together we win. Together we thrive.

CDW is an equal opportunity employer. All qualified applicants will receive consideration for employment without regards to race color religion sex sexual orientation gender identity national origin disability status protected veteran status or any other basis prohibited by state and local law.

CDW is committed to fostering an equitable transparent and respectful hiring process for all applicants. During our application process CDWs goal is to get to know you as an applicant and understand your experience strengths skills and qualifications. While AI can help you present yourself more clearly and effectively the essence of your application should be authentically yours. To learn more please review CDWs AI Applicant Notice.