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 AgreementsAttempt 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

Requirements

Ability to manage 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

Perks & Benefits

Health insurance info communicated by SysGen
Inclusive work environment with several Employee Resource Groups
Fully distributed team so you can work from home
Home office expense benefit
Monthly cell phone stipend
Monthly discretionary allowance for use on home internet, wellness, snacks, etc. It’s up to you!
Participation in Mission’s Cash Incentive Unit Award program
An internal department dedicated to supporting your professional development

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.

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.