Service Desk Engineer II

At CDW, we make it happen, together. Trust, connection, and commitment are at the heart of how we work together to deliver for our customers. It's why we're coworkers, not just employees. Coworkers who genuinely believe in supporting our customers and one another. We collectively forge our path forward with a level of commitment that speaks to who we are and where we're headed. We're proud to share our story and Make Amazing Happen at CDW.

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

We make technology work so people can do great things.     

CDW is a leading multi-brand provider of information technology solutions to business, government, education and healthcare customers in the United States, the United Kingdom and Canada. A Fortune 500 company and member of the S&P 500 Index, CDW helps its customers to navigate an increasingly complex IT market and maximize return on their technology investments. Together, we unite. Together, we win. Together, we thrive.

CDW is an equal opportunity employer. All qualified applicants will receive consideration for employment without regards to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status or any other basis prohibited by state and local law.      

CDW is committed to fostering an equitable, transparent, and respectful hiring process for all applicants. During our application process, CDW's goal is to get to know you as an applicant and understand your experience, strengths, skills, and qualifications. While AI can help you present yourself more clearly and effectively, the essence of your application should be authentically yours. To learn more, please review CDW's AI Applicant Notice.