Service Desk Engineer

be to and timely mannerAccountabilities

• Service Desk Ticketing and Monitoring
• Customer Support Ticket Triage
• First Call Ticket Resolution

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 timelymanner.

see

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 runbooks
• 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