Cloud Operations Service Desk Engineer

Cloud Operations Service Desk Engineer

Conditions

Posted Date Apr 01, 2026 Employment Type Full-time Experience Level Entry level Location Mexico Category ** Devops ** Company **mission, a cdw company **

Cloud Operations Service Desk Engineer

**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

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• 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 Browse our curated collection of remote jobs across all categories and industries, featuring positions from top companies worldwide.
• 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.

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