JR-12739: Service Desk Engineer | WFH Cloudstaff is a leading provider of smarter outsourcing solutions, with its cutting-edge technology, exceptional people practices, superb employee engagement, and unparalleled work-life balance. We have been recognized and awarded twice as one of the Best Companies to Work for in Asia. Cloudstaff is not just another outsourcing provider - we are your true difference maker. Future-proof your career with Cloudstaff and open the doorway to unlimited success. Join a family of like-minded individuals who value collaboration, respect, and a healthy work-life integration. Together, we'll create an atmosphere where you can thrive personally and professionally. 13 World-Class Offices Across the Globe 5,000+ Amazingly Talented Cloudstaffers 4.6 Overall Feedback Rating on Glassdoor Work Setup: Work from Home Night Shift Responsibilities: Works closely with other engineering and technical teams in deploying their code, providing operational support for new and existing sites/software, and debugging production issues Designing, implementing, managing, maintaining, and optimizing the infrastructure and environments for the company's proprietary products and the tools used for business optimization Identifying opportunities for, and implementing, automation of the above where appropriate Documenting procedures, fixes and other useful information as part of a working service desk Receive, manage and resolve service desk tickets, working to SLAs Ensuring best practice and/or regulated security standards are met. Highlighting and resolving any potential or existing security and vulnerability issues as stated in ISMS policies Implementing, managing, maintaining, supporting, and optimizing the internal infrastructure both office and remote based Assisting and coaching employees with vulnerability and security best practices as stated in ISMS policies Ensuring support to clients meets or exceeds the requirements of the SLA/SOW/Contract/Arrangement Creating performance reports and providing accompanying analysis/advice for internal stakeholders Creating reports for clients based on the requirements of the commercial arrangements for products or support (environment and application) Continuous managing and optimizing of cost performance and security of the company's hosted environments Researching and advising the business on solutions, tools and technologies for products and services Providing support and expertise for projects and proof of concepts as required Qualifications: Managing and configuring AWS solutions, including Elastic Beanstalk, RDS, ECS, S3 and Lambda System management and diagnostics for Linux, Windows & Mac, including command line familiarity Securing and documenting systems from an infosec perspective Managing and maintaining networks both on site and within a cloud environment Building and improving monitoring solutions e.g Datadog/PagerDuty Database management and administration Use of APIs and SaaS command line tools to investigate and resolve issues SaaS administration, including Google Workspace, GitHub, AWS iAM, Salesforce Technical change and release implementations, including immutable deployments and backup/restore utilization Exposure to: Managing and configuring other cloud based environments e.g. Azure, GCP Experience with Terraform, Ansible and/or Packer Familiarity with various database systems, primarily PostgreSQL, MySQL, SQL Server Setting up and maintaining deployment pipelines and environments Programming competency to aid in application level support / debugging and custom deployment / CI pipeline behavior Containerisation technology such as Docker and Kubernetes Familiarity with Gits Experience in: Managing multiple environments for multiple products Working to SLAs, within multiple areas of service desk, and directly with clients senior management Understanding of Agile Methodologies Writing/completing support contracts and SLAs for global clients Pricing of products and services About Cloudstaff Cloudstaff was established in 2005 by Australian internet pioneer, Mr. Lloyd Ernst. The company currently has over 4,000 employees headquartered in the Philippines with a leadership team that consists of both Western and Filipino executives. We help companies be more competitive through smarter outsourcing. Why will you love working with Cloudstaff Cloudstaff is committed to building the #1 Workplace Everywhere, and this is what makes us unique in the outsourcing industry. We take the time to understand what our people need and what it takes to maintain a productive and happy work environment. Everything we do is aimed at providing our staff with a work culture that they can look forward to every single day. From staff engagement initiatives to meaningful perks, we ensure that we do the best we can and that we do it better every time. We take pride in our awesome workforce and we deliberately support their personal and professional development with our specialized training programs and mentoring. Being #1 is not about us, it's all about our people, it's all about you! Competitive Pay Company-Provided PC/Laptop Set-Up & Fiber Internet Connection HMO/Medical & Dental Insurance Coverage + 1 FREE Dependent (16th Day Upon Hire Date) Rice Subsidy Quarterly CS Perks (Groceries & Snacks) Work Travel Insurance Service Incentive Leaves Employee Share Units FREE Access to CS Academy Courses Ongoing Career Advancement Opportunities Social Clubs & Special Interest Groups Unlock these exceptional Employee Benefits & Perks when you get hired in CLOUDSTAFF!