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.
Service Desk Engineers work four, ten-hour shifts a week or five, eight-hour shifts a week. This role is specifically looking for individuals available to do either (a) Sunday-Wednesday or (b) Wednesday-Friday shifts.
This position is 100% remote that sits in 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
- Work a shift schedule to provide 24x7 support
- Access highly confidential clients and their end customer information and environments.
- Play a critical role in driving clients’ credibility, profitability, and overall success before their end clients, acting as client’s representative before end customers in order to deliver best-in-class service
Requirements
- Experience managing AWS cloud workloads, especially EC2, RDS, VPC, and CloudWatch
- Ability to work as a System Administrator (Linux and Windows)
- Ability to work 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)
- Ability to work a flexible schedule including nights, weekends, and holidays
- AWS Associate Certification (required within 90 days of hire)
- Written and oral professional English skills are required
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. The compensation range for the base salary of this role in Mexico is: 299,070 - 601,664 MX.
Commitment to Diversity and Inclusion
We are committed to diversity and inclusion. We value every individual’s unique story, experience, and perspective. We aim to amplify the voices of our team members and our community to create a safe, empathetic, and inclusive environment where everyone can contribute to one’s authentic self. Mission Cloud makes every effort to ensure that all employees are compensated fairly regardless of gender, ethnicity, race, or past salary history. We understand that fair compensation practices establish that diversity, fair hiring processes, and fair pay are part of who we are as a company and maintain positive employee morale. We use market data to define salary ranges for each role and regularly review compensation adjustments as needed based on salary range updates.
Mission Cloud is an Equal Opportunity Employer and participant in the U.S. Federal E-Verify program. Mission Cloud will consider qualified applicants with criminal histories in a manner consistent with The Los Angeles Fair Chance Initiative for Hiring Ordinance.
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.
