Service Desk Cloud Engineer (L1 Support)

Job Description

eWay Corp is a cloud-first digital solutions and managed services company serving higher education, government, healthcare, and commercial organizations across the United States. As an AWS Consulting Partner and Microsoft Azure Cloud Solution Provider, we design, host, secure, and support mission-critical web applications and cloud infrastructure environments for our clients.

We are looking for a motivated and 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 environments.

Job Description

The Service Desk Cloud Engineer will provide Level 1 support for managed cloud environments, websites, enterprise applications, and end-user technical issues. The role involves handling support tickets, performing initial troubleshooting, monitoring infrastructure alerts, escalating incidents when required, and ensuring timely resolution of client issues.

This role is ideal for candidates who want hands-on exposure to AWS, Linux servers, web hosting environments, networking, and cloud operations.

Key Responsibilities

Service Desk & 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 proper documentation of issues, resolutions, and troubleshooting steps
• Follow SLA response and resolution timelines

Cloud & Infrastructure Support

• Monitor AWS cloud infrastructure environments
• Assist with basic server administration tasks 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 & Operations

• Monitor uptime, system alerts, logs, and infrastructure events
• Assist in identifying recurring issues and operational improvements
• Support patching, maintenance windows, and scheduled operational tasks
• Participate in after-hours or weekend support rotation when required

Requirement

• 0 to 3 years of experience in technical support, help desk, or cloud operations
• Basic understanding of AWS or Microsoft Azure services
• Familiarity with Linux and Windows operating systems
• Understanding of networking fundamentals including DNS, TCP/IP, VPN, and firewalls
• Familiarity with web hosting concepts and web applications
• Strong troubleshooting and communication skills
• Ability to work in a fast-paced managed services environment

Preferred Skills

• 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 is a plus
• AWS Cloud Practitioner is a plus

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 activities
• Ability to coordinate effectively with US-based clients and internal teams during support hours

What You Will Gain

• Hands-on experience with AWS and Azure cloud environments
• Exposure to enterprise hosting and managed infrastructure operations
• Opportunity to work with higher education and public sector clients
• Mentorship from senior cloud architects and DevOps engineers
• Career growth path into Cloud Engineering, DevOps, Security, or Infrastructure Operations

Education

• Bachelor’s degree in Computer Science, Information Technology, or related field