CDW - System Administrator - Ticketing System

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.

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.

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.

Continuous Improvement :

- Stay updated on AWS services and best practices.

- Contribute to the development of internal knowledgebases and runbooks 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.