Systems Admin (Service Desk)-5

CDW UK; Hyderabad; On-site; INR 700,000 - 1,200,000; Full time

Job summary

A leading IT solutions provider is looking for a Systems Admin (Service Desk)-5 in Hyderabad. This full-time role focuses on managing AWS workloads and providing exceptional service desk support. Candidates must have foundational Linux and Windows skills, excellent communication abilities, and be willing to work flexible hours. The position requires AWS certification to be obtained within 90 days of hiring. Join a team dedicated to making technology work for people.

Qualifications

• Experience managing AWS cloud workloads, particularly EC2, RDS, VPC, and CloudWatch.
• Foundational Linux and Windows system administration skills.
• Ability to work a flexible schedule including nights, weekends, and holidays.
• Excellent problem-solving abilities and customer service orientation.

Responsibilities

• Triage and manage service desk tickets efficiently.
• Provide first-call resolution for reported issues and alerts.
• Administer monitoring systems.
• Provision new AWS infrastructure per customer requests.
• Maintain comprehensive documentation for all support activities.

Skills

AWS cloud workloads management

Linux system administration

Windows system administration

Problem-solving

Customer service orientation

Verbal communication

Written communication

Education

AWS Associate Certification

Tools

New Relic

CrowdStrike

BigPanda

Job description

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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.

Overview

Service Desk Engineer

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
• 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
• Contribute to the development of internal knowledgebases and runbooks
• Participate in post-incident reviews and implement lessons learned

Qualifications

• 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

Acknowledgment

These accountabilities, responsibilities, and expectations assigned to me have been reviewed and understood by all parties involved. This is not meant to be an extensive list of all tasks and requirements. This document may be reviewed and modified as the role evolves over time.

We make technology work so people can do great things.

About CDW

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.

Seniority level

• Mid-Senior level

Employment type

• Full-time

Job function

• Information Technology

Industries

• IT Services and IT Consulting

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