Amazon is seeking bright, adaptable, and hardworking applicants to join our IT Services organization as an IT Support Engineer. IT Support Engineers work with Amazonians 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.
The successful IT Support Engineer will be customer focused and motivated by team success. You will be innovative, energetic, 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.
• On-site troubleshooting of AV systems, particularly complex integrated systems such as large conference rooms, training rooms, executive rooms and bespoke or legacy systems.
• Working with on-premise IT technicians, contractors and integrators through troubleshooting and repair procedures
• Communicating with manufacturers and vendors to arrange repair or RMA of faulty equipment and managing local inventory
• Working closely with partner teams including hardware deployment, Escalation and MeetEx to drive continuous improvement of the customer experience
• Maintaining communication with customers and stakeholders, informing them of incident progress via thorough ticket documentation and the use of Standard Operating Procedures (SOPs)
• Collaborating on technical documentation and SOPs, incorporating field learnings and customer feedback
• Acquire and maintain current knowledge of relevant IT policies in order to provide technically accurate solutions to users.
• Provide comprehensive technical support to Amazon Corporate employees
• Provide end user, Windows/Mac/Linux OS deployment and support
• Perform hardware procurement and asset management
• Troubleshoot/support LAN/WAN and on-site servers via tickets, alerts and change management
• Ticket queue management
• Handle to completion requests and technical project work
• Provide on call-support for Sev1 and Sev2 incidents
• Handle escalations from Level 1 support
• Travel in United States and Canada may be required
Deliver on-site, high quality, hands-on support diagnosing, troubleshooting and resolving issues
successfully, evaluating log files to determine the health of systems, software and hardware
Provide on-call support for high severity incidents and act as an escalation point of contact for team
Assist with activities to triage and escalate system or network outages to reduce downtime
Understand and execute change management activities in a high availability environment
Participate with partner teams and vendors on continuous improvement projects, defining requirements
and managing execution to deliver operational excellence and value
Effectively manage and oversee IT asset inventories
Participate in hiring efforts, training and developing peers and new team members as a mentor, seeking and leveraging diverse perspectives in all activities
Continuously expand skills, learning the latest technologies and maintaining knowledge of IT policies to provide technically accurate solutions
- 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
- 1+ years of Windows Server technologies: AD, DFS, Print Services, SCCM experience
- 2+ years of corporate setting Windows, Mac or Linux Operating systems support experience
- High school or equivalent diploma
- 2+ years of networking (such as DNS, DHCP, SSL, OSI Model, and TCP/IP) experience
- 2+ years of relevant technical position, or 3+ years of system administration experience
- 2+ years of computer networking experience
