System Administrator/Service Desk Engineer en Remoto - Solo México para TECLA - Hireline México
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System Administrator/Service Desk Engineer en TECLA

$ 70,000 a 80,000 MXN (Bruto)

Remoto: México

Empleado de tiempo completo

Nivel de Inglés: Nivel Avanzado

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.


Accountabilities

  • Service Desk Ticketing and Monitoring
  • Customer Support Ticket Triage
  • First Call Ticket Resolution


This position is 100% remote. This opportunity is only open to applicants from Mexico.


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
  • Manage well-documented requests including access requests, application restarts and instance resizing
  • Work with AWS account team to track end of support upgrade efforts
  • Be on call during allocated hours as needed


Required Skills

  • 6-12 months of hands on experience managing AWS cloud workloads, especially EC2, RDS, VPC, and CloudWatch
  • Up to 1 year of System Administration experience (Linux and Windows)
  • Experience 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)
  • Be able to work a flexible schedule including nights, weekends, and holidays
  • AWS Associate Certification (required within 90 days of hire)


Benefits

  • Healthcare Stipend
  • Generous PTO
  • Paternal Leave
  • Paid Holidays
  • Home office expense reimbursement
  • Our client's culture takes pride in being inclusive and family-oriented, respecting working hours and supporting flexibility for personal needs