Support Helpdesk – Tier 1

Position Overview

We are seeking two 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 Responsibilities

Monitoring & 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 Requirements

Education & 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.

Working Hours & Shift Schedule

• 7 days a week availability, including weekends and holidays (Saudi Time).
• First Shift: 5:00 PM – 1:00 AM (AST).
• Second Shift: 1:00 AM – 9:00 AM (AST).

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.

Note: This is an offshore position. Candidates must be available to work in shifts as specified.