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 offices. Hours are Monday through Friday from 8 am to 5 pm.
• Provide comprehensive technical support to Amazon Corporate employees.
• Travel between buildings in local area as required.
• Occasional travel to other US cities 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 North America.
• 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 in OPC.
• 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.
- 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
- 2+ years of computer networking experience
- Experience supporting video conference and teleconference equipment
