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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.
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 also be committed, flexible, and able to maintain high levels of productivity while ensuring quality support.
This position is located onsite in our corporate office in Dubai, UAE. Hours are Sunday through Thursday from 9 am to 6 pm.
Key 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 to provide technically accurate solutions to users.
- Provide escalation support for customers requiring complex advanced troubleshooting, beyond the scope of front-line support.
- Create and update standard operating procedures (SOPs) to improve the team's knowledge through knowledge management.
- Manage 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.
- Assist with technical projects across In-Person Support, ensuring deadlines are met and projects are completed on time.
- Escalate any identified system or network outage impacting several customers to the correct service owners to mitigate downtime and impact.
- Interview candidates applying for new roles within the organization.
- 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.
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
- 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.
