Support Helpdesk

**Work Schedule**:5 days** per week. The exact working days change as per roster, with rotating shifts:

- First Shift**:7:30 PM - 3:30 AM IST**:

- Second Shift**:3:30 AM - 11:30 AM IST**

**Position Overview**

We are seeking highly motivated and technically skilled **Tier 1 Helpdesk Engineers** to join our global **24x7 AWS Operations** team. These roles are critical in ensuring the continuous availability, performance, and security of our cloud infrastructure. As the first point of contact for operational alerts and user-reported issues, you will play a key role in maintaining service reliability and customer satisfaction in a dynamic, fast-paced environment.

This position requires **offshore** availability and adherence to **Saudi Time (AST) working hours**, including weekends and holidays. The two roles will cover complementary shifts to ensure seamless **24x7 coverage**.

**Key ResponsibilitiesMonitoring & Alert Management**
- Proactively monitor and respond to alerts from **AWS CloudWatch**, **AWS Security Hub**, and third-party tools such as **PagerDuty** or **Opsgenie**.
- Perform real-time triage of incidents to determine severity and impact.

**Incident Management**
- Log, categorize, and prioritize incidents based on **SLA** requirements using service desk platforms like **Jira Service Desk**, **ServiceNow**, or **Zendesk**.
- Ensure accurate and timely documentation of all events and actions taken.

**Basic Troubleshooting & Support**
- Conduct first-level diagnostics for common AWS issues, including:

- **EC2** instance reachability and performance.
- **IAM** access and credential resets.
- **S3** and storage-related alerts.
- Basic **VPC** and networking queries (e.g., DNS, VPN, IP ranges).

**User Request Fulfillment**
- Assist users with **IAM credential resets**, **MFA configurations**, and console access under defined permission policies.
- Verify system statuses and provide timely updates to stakeholders.

**Escalation Management**
- Follow **Standard Operating Procedures (SOPs)** to escalate complex issues to **Tier 2/3** or specialized engineering teams.
- Ensure smooth handover of incidents with detailed summaries and next-action plans.

**Communication & Reporting**
- Provide clear, concise status updates to customers and internal stakeholders during incident resolution, adhering to **SLA communication protocols**.
- Maintain precise shift handover reports to ensure continuity across **24x7 operations**.

**Documentation & Process Improvement**
- Update **runbooks**, knowledge base articles, and incident logs based on recurring issues or resolutions.
- Contribute to the continuous improvement of support processes and tools.

**Job RequirementsEducation & Certifications**
- **Bachelor’s degree** in **IT**, **Computer Science**, or a related field (or equivalent practical experience).
- **AWS Cloud Practitioner** certification (**required**).
- **AWS Solutions Architect - Associate** certification (preferred for career growth).
- **ITIL v4 Foundation** certification (preferred).

**Technical Skills**
- Foundational knowledge of **AWS core services**:EC2**, **S3**, **IAM**, **CloudWatch**, and **VPC**.
- Experience with **monitoring and alerting tools** (e.g., **AWS CloudWatch**; familiarity with **PagerDuty** or **Opsgenie** is a plus).
- Understanding of **IAM roles**, **access management**, and **MFA reset procedures**.
- Familiarity with **service desk platforms** such as **Jira Service Desk**, **ServiceNow**, or **Zendesk**.
- Basic understanding of **networking concepts** (e.g., **DNS**, **VPN**, **IP addressing**).

**Operational Capabilities**
- Ability to adhere to **Standard Operating Procedures (SOPs)** and **escalation workflows**.
- Strong discipline in **ticketing**, **documentation**, and **incident tracking**.
- Capability to interpret and act upon **CloudWatch Logs** and **GuardDuty alerts**.
- Readiness for **shift-based 24x7 availability**, including weekends and holidays.
- Comfort working under **SLA pressure** and meeting **response time KPIs**.

**Soft Skills**
- Excellent **written and verbal communication skills** in **English**.
- **Customer-focused attitude** with the ability to remain calm and effective under pressure.
- High **attention to detail**, **reliability**, and accountability for shift handovers.
- Strong **team collaboration** skills, with the ability to work effectively with **Tier 2/3** teams and cross-functional units.

**Why Join Us?**
- Opportunity to work with cutting-edge **AWS cloud technologies**.
- Clear path for career growth and skill development in cloud operations.
- Collaborative, global team environment with a focus on innovation and excellence.
- Comprehensive training and certification support.

Pay: ₹1,000,000.00 - ₹1,800,000.00 per year

Work Location: Remote