As an ITS Support Engineer, you'll be the go-to knowledge expert for Amazon's corporate employees’, providing seamless end-to-end services and friction-less on-site technical support ensuring productivity remains secure and uninterrupted. Amazon’s ITS Support Engineers are dedicated, dependable and customer focused, owning the overall IT experience. They guarantee our employees have the tools and resources they need to be successful, innovative and efficient.

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ITS Support Engineers have an advanced understanding of IT standards, systems and equipment deployed throughout Amazon. They can work independently or collaborate with partner teams and contractors managing projects while maintaining a high level of productivity to meet goals. Quickly adapting to new processes and procedures, they act as a mentor and main partner for escalations within the team.

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Key job responsibilities

- 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

- 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

- Occasional travel required based on the needs of the business

- Participate in 24/7 on-call duty required for isolated high-severity incidents, serving as escalation point outside regular hours

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Basic Qualifications

- High school or equivalent diploma
- 2+ years of corporate setting Windows, Mac or Linux Operating systems support experience
- 2+ years of supporting and maintaining a corporate network environment experience
- 2+ years of troubleshooting in a multi-user high availability environment experience
- 2+ years of PC repair, troubleshooting, deployment and liquidation experience
- Excellent customer facing skills

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Preferred Qualifications

- Bachelor's degree
- CompTIA A+, CompTIA Network+, Cisco/CCNA, Linux (Redhat), Microsoft hardware (installation), AWS, or other industry relevant certifications
- Experience supporting video conference and teleconference equipment
- Experience in Active Directory and Windows Server backup solutions
- Ability to write simple scripts in an administrative language
- Strong analytical skills with demonstrated problem solving abilities
- Proven ability to develop clear, concise change management and standard operating procedure (SOP) documentation

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