ITS Support Eng I (ONS), IT Services

DESCRIPTION

Are you passionate about helping people solve IT problems? Love being a part of an exciting and innovative environment? Join Amazon IT Services! We’re looking for people who strive to “Work Hard. Have Fun. Make History.”
Amazon is seeking bright, adaptable, and hardworking applicants to join our IT Services organization as an IT Support Engineer. IT Support Engineers work with Amazonian’s to provide and support the IT equipment and services that are used every day. We treat Amazon employees as our customers and provide timely, accurate, and professional assistance.

Amazon’s IT Services Support is the first point of contact for technical service requests for Amazon Corporate and its subsidiary employees worldwide. The successful IT Support Engineer will be customer focused and motivated by team success. You will be innovative, and able to adapt to new processes and procedures quickly while dealing with a high volume of requests. You will also be committed, flexible, and have demonstrated ability to maintain high levels of productivity while maintaining quality support.

This position is located onsite in our corporate office. Hours are Sunday through Thursday from 9 am to 6 pm.

Key job responsibilities
• Provide comprehensive technical support to Amazon Corporate employees.
• Travel between buildings in the country as required.
• Look for innovative process improvements and participate on teams to implement change.
• Acquire and maintain current knowledge of relevant IT policies in order to provide technically accurate solutions to users.
• Provide escalation support for customers requiring complex advanced troubleshooting, beyond the scope of front-line support.
• Creates and updates standard operating procedures (SOPs) to improve the teams’ knowledge through knowledge management.
• Manages the ticket queue to provide support with a fluctuating case count of trouble tickets, ensuring the customer is always updated on next steps through resolution.
• Manages ticket quality by executing ticket auditing across EMEA region.
• Assists with technical projects across In-Person Support, assuring deadlines are met and projects are completed on time.
• Escalates any identified system or network outage impacting several customers to the correct service owners to mitigate downtime and impact. Assist with activities to triage and troubleshoot any system or network outage as needed.
• Follow, update and create standard operating procedures (SOP) to improve the teams’ knowledge management.
• Interview candidates applying for new roles within the org.
• Identify and provide training for front-line support to assist in career development.
• Provide in person support to internal customers for a variety of IT related software and hardware issues.

About the team
Amazon’s IT Support is the first point of contact for technical service requests. Our IT Support Engineers spend their day serving customers who attend IT offices during our offices’ open hours and support infrastructure projects as well as network (when necessary).

BASIC QUALIFICATIONS

– 1+ years of Windows Server technologies: AD, DFS, Print Services, SCCM experience
– 2+ years of troubleshooting in a multi-user high availability environment experience
– 2+ years of PC repair, troubleshooting, deployment and liquidation experience
– 1+ years of IT client, server, and network service delivery experience
– 2+ years of networking (such as DNS, DHCP, SSL, OSI Model, and TCP/IP) experience
– 2+ years of corporate setting Windows, Mac or Linux Operating systems support experience
– 2+ years of supporting and maintaining a corporate network environment experience
– High school or equivalent diploma

PREFERRED QUALIFICATIONS

– 2+ years of computer networking experience
– Experience supporting video conference and teleconference equipment

Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.