Description
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.

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 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
- Contri

📌 Aws Service Desk Engineer (México)
🏢 CDW UK
📍 México