As a Service Desk Engineer, you will report to the Manager, Cloud Operations.
As part of the 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 position is 100% remote.
**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
- Work with AWS account team to track end of support upgrade efforts
- Work a shift schedule to provide 24x7 support
**Requirements**:
- Ability to manage AWS cloud workloads, especially EC2, RDS, VPC, and CloudWatch
- ...