About the Job
This is your chance to make history. The Amazon IT teams keep our business running smoothly by resolving complex hardware, software, server, and infrastructure issues, with both on-site and on-call capacity for our Operations network. As an IT Support Engineer, you will report to the IT Manager at your home site and will be responsible for working closely with the business, your colleagues, and remote support teams to implement and maintain critical infrastructure elements, as well as provide day-to-day support to meet our operations' current and future business needs. You will act as an escalation point for the team of IT Support Technicians and other remote teams on technical issues, as well as an interface between these teams as required.
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Besides your day-to-day activities, there will be plenty of opportunities for you to get involved in projects and innovate. You will be a key part of a multinational team, thriving in delivering high-quality results while always being on the lookout for improvements.
Key Responsibilities
- Implement and maintain IT infrastructure while interfacing confidently with senior management stakeholders across multiple business entities.
- Provide a support service that ensures all IT equipment and infrastructure is operating at optimum performance, while meeting departmental Key Performance Indicators (KPIs) and Service Level Agreements (SLAs).
- Manage projects across the site, collaborating closely with the business, fellow engineers, and remote support teams to implement technology changes that support evolving business and IT requirements.
- Liaise with global Subject Matter Expert (SME) teams to facilitate the installation and maintenance of networking and server infrastructure per Amazon standards.
- Conduct site audits on technical infrastructure to ensure adherence to the latest Amazon IT and Health & Safety guidelines.
- Act as the point of contact for contractors or external suppliers, clearly communicating technical issues and Amazon standards.
- Provide direction and support to IT Support Technicians regarding trouble tickets and action items, while managing the updating and auditing of departmental documentation.
- Produce weekly reports covering metrics and work performed, and support the recruitment of new talent into OpsTechIT.
Basic Qualifications
- 4+ years of networking experience (DNS, DHCP, SSL, OSI Model, TCP/IP)
- 3+ years of Windows Server technologies experience (AD, DFS, Print Services, SCCM)
- 4+ years of technical support experience
- 4+ years of experience in supporting Windows, Mac, or Linux Operating systems in a corporate setting
- Bachelor's degree in IT, computer science, or equivalent
Preferred Qualifications
- 3+ years of experience supporting a Windows server environment
- Experience supporting video conference and teleconference equipment
This position may require occasional travel.
