Foundational Linux and Windows system administration skills
AWS Associate Certification (required within 90 days of hire)
Excellent written and verbal communication skills in English
Requirements:
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, meet or exceed Service Level Agreements; manage customer expectations and advocate for customers; handle confidential information and environments with utmost care; contribute to customer satisfaction and retention
Technical Operations: Administer monitoring systems (e.g., New Relic, CrowdStrike, BigPanda); perform routine tasks (access management, application restarts, and instance resizing); provision new AWS infrastructure per customer requests; follow the change management process; manage backups and patching; maintain comprehensive documentation for support activities
Continuous Improvement: Stay updated on AWS services and best practices; contribute to internal knowledge bases and run-books; participate in post-incident reviews and implement lessons learned
Job description
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
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
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
Major Medical Expenses Insurance – comprehensive national coverage with emergency care abroad
Life Insurance – protection including natural and accidental death, disability, and funeral assistance
Dental Plan – preventive care, cleanings, x-rays, and preferred rates for additional treatments
Vision Plan – free annual eye exam and discounts on prescription glasses and contact lenses
Funeral Assistance Services – support available for employees and family members
Grocery Voucher – monthly allowance to support your household needs
Savings Fund – 4% employer contribution to grow your savings faster
Vacation Benefits – vacation time accrues from your first day of employment (no waiting period)
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.
