AWS Service Desk Engineer [Mexico]
full-time•Ciudad de México, Mexico
About this role
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
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
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.
Other facts
Tech stack
AWS Cloud Workloads,EC2,RDS,VPC,CloudWatch,Linux Administration,Windows Administration,Problem-Solving,Customer Service,Monitoring Systems,Access Management,Documentation,Change Management,Backup Management,Patching,Continuous Improvement
About Mission
Mission, a CDW Company, is a leading born-in-the-cloud managed services and consulting provider, offering end-to-end cloud services, innovative AI solutions, and software for AWS customers. As an AWS Premier Tier Partner, we help you manage your technology investments, improve performance and governance, scale to meet demand, safeguard your data, and innovate fearlessly.
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Team size: 201-500 employees
Website: http://www.missioncloud.com
LinkedIn: Visit
Industry: IT Services and IT Consulting
Founding Year: 2017
What you'll do
- As a Service Desk Engineer, you will handle incidents caught by monitoring tools and see them through to resolution. You will provide exceptional support, manage customer expectations, and contribute to customer satisfaction and retention.
Ready to join Mission?
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Frequently Asked Questions
What does a AWS Service Desk Engineer [Mexico] do at Mission?
As a AWS Service Desk Engineer [Mexico] at Mission, you will: as a Service Desk Engineer, you will handle incidents caught by monitoring tools and see them through to resolution. You will provide exceptional support, manage customer expectations, and contribute to customer satisfaction and retention..
Why join Mission as a AWS Service Desk Engineer [Mexico]?
Mission is a leading IT Services and IT Consulting company.
Is the AWS Service Desk Engineer [Mexico] position at Mission remote?
The AWS Service Desk Engineer [Mexico] position at Mission is based in Ciudad de México, Mexico and Mexico, Chihuahua, Mexico. Contact the company through Clera for specific work arrangement details.
How do I apply for the AWS Service Desk Engineer [Mexico] position at Mission?
You can apply for the AWS Service Desk Engineer [Mexico] position at Mission directly through Clera. Click the "Apply Now" button above to start your application. Clera's AI-powered platform will help match your profile with this opportunity and guide you through the application process. You can also learn more about Mission on their website.