Operations
Service Desk Cloud Engineer (L1 Support)
- Location
- Mexico
- Experience
- 0 to 3 years
- Employment
- Full-time
- Posted
- May 18, 2026
About the role
eWay Corp is a managed WebOps and cloud infrastructure operator serving higher education, government, healthcare, nonprofits, and commercial organizations across the United States. We are an AWS Solution Provider Partner and a Microsoft Cloud Solution Provider, and we design, host, secure, and support mission critical web applications and cloud environments for our clients.
We are looking for a motivated, customer focused Service Desk Cloud Engineer to join our support and operations team. This is a technical role focused on monitoring, troubleshooting, and supporting cloud hosted applications and infrastructure. You will provide Level 1 support for managed cloud environments, websites, enterprise applications, and end user issues.
This role is ideal for candidates who want hands on exposure to AWS, Linux servers, web hosting environments, networking, and cloud operations, with a clear growth path into cloud engineering, DevOps, security, or infrastructure operations.
Responsibilities
Service Desk and Incident Management
- Monitor and respond to support tickets, alerts, and client requests.
- Provide first level troubleshooting for applications, websites, infrastructure, and cloud environments.
- Track incidents and service requests through the ticketing system.
- Escalate complex issues to senior cloud engineers or application teams.
- Maintain clear documentation of issues, resolutions, and troubleshooting steps.
- Follow SLA response and resolution timelines.
Cloud and Infrastructure Support
- Monitor AWS cloud infrastructure environments.
- Assist with basic server administration on Linux and Windows systems.
- Support website hosting environments including Apache, Nginx, IIS, and CDN configurations.
- Perform routine checks on backups, SSL certificates, disk usage, and server health.
- Assist with DNS troubleshooting and domain related issues.
- Support VPN connectivity and remote access troubleshooting.
Application Support
- Support CMS platforms such as WordPress, Drupal, and Cascade CMS.
- Troubleshoot website availability, performance, and user access issues.
- Assist with application deployments and configuration updates.
- Coordinate with development and DevOps teams during issue resolution.
Monitoring and Operations
- Monitor uptime, system alerts, logs, and infrastructure events.
- Help identify recurring issues and operational improvements.
- Support patching, maintenance windows, and scheduled operational tasks.
- Participate in after hours or weekend support rotation when required.
Requirements
- 0 to 3 years of experience in technical support, help desk, or cloud operations.
- A basic understanding of AWS or Microsoft Azure services.
- Familiarity with Linux and Windows operating systems.
- An understanding of networking fundamentals including DNS, TCP/IP, VPN, and firewalls.
- Familiarity with web hosting concepts and web applications.
- Strong troubleshooting and communication skills.
- The ability to work in a fast paced managed services environment.
Nice to have
- Experience with ticketing systems such as Zoho Desk, Jira, Zendesk, or ServiceNow.
- Familiarity with monitoring tools such as CloudWatch or uptime monitoring platforms.
- Basic knowledge of SSL certificates, CDN platforms, and DNS management.
- Exposure to scripting or automation tools.
- AWS Cloud Practitioner certification.
Education
- Bachelor's degree in computer science, information technology, or a related field.
Work schedule
- Ability to work evening shift hours from 4:00 PM ET to 12:00 AM ET on weekdays.
- Availability for occasional after hours or weekend support during critical incidents or maintenance.
- Ability to coordinate with US based clients and internal teams during support hours.
Application Form
Complete the application below. Make sure your resume is up to date and reflects only true facts.
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