DescriptionAt 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.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.What you'll do:Incident ManagementTriage and manage service desk tickets efficientlyAssess and respond to alerts, incidents, and customer requests promptlyProvide first-call resolution for reported issues and alertsEscalate complex issues to Cloud Operations ArchitectsCustomer SuccessDeliver exceptional support, meeting or exceeding Service Level AgreementsManage customer expectations and act as their advocateHandle confidential customer information and environments with the utmost careContribute to customer satisfaction, retention, and overall successTechnical OperationsAdminister monitoring systems such as New Relic, Crowd Strike, and Big PandaPerform routine tasks such as access management, application restarts,



and instance resizingProvision new AWS infrastructure per customer requestsFollow the change management process for customer changesManage backups and patching for customer environmentsMaintain comprehensive documentation for all support activitiesContinuous ImprovementStay updated on AWS services and best practicesContribute to the development of internal knowledge-bases and run-booksParticipate in post-incident reviews and implement lessons learnedWhat we expect of you:Experience managing AWS cloud workloads, particularly EC2, RDS, VPC, and Cloud WatchFoundational Linux and Windows system administration skillsExcellent problem-solving abilities and customer service orientationAbility to work a versátil schedule including nights, weekends, and holidaysAWS Associate Certification (required within 90 days of hire)Excellent written and verbal communication skills in EnglishWe 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.

📌 Aws Service Desk Engineer (Baja California)
🏢 CDW UK
📍 Baja California