Are you passionate about helping people solve IT problems? Do you love being a part of an exciting and innovative environment? Join Amazon IT Services! We’re looking for bright, adaptable, and hardworking individuals to join our IT Services organization as an IT Support Engineer.
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As an IT Support Engineer, you will provide and support IT equipment and services used every day by Amazon employees. Our team treats Amazon employees as customers and provides timely, accurate, and professional assistance. You will be the first point of contact for technical service requests for Amazon Corporate and its subsidiary employees worldwide.
The successful candidate will be customer-focused and motivated by team success, demonstrating innovation and the ability to quickly adapt to new processes while managing a high volume of requests. Flexibility, commitment, and a strong ability to maintain productivity while providing quality support are essential.
This position is onsite at our corporate office with working hours from Sunday through Thursday, 9 am to 6 pm.
Key Responsibilities:
- Provide comprehensive technical support to Amazon Corporate employees.
- Travel between buildings in the country as required.
- Seek innovative process improvements and collaborate on implementation teams.
- Maintain current knowledge of relevant IT policies to deliver accurate solutions.
- Offer escalation support for complex advanced troubleshooting.
- Create and update standard operating procedures (SOPs) to enhance knowledge management.
- Manage ticket queues, ensuring customers are informed throughout the resolution process.
- Conduct ticket auditing across the EMEA region to maintain quality.
- Assist with technical projects, ensuring deadlines are met.
- Triage and troubleshoot system or network outages as needed.
- Follow, update, and create SOPs for knowledge management improvement.
- Interview candidates for new roles within the organization.
- Provide training for front-line support to aid career development.
- Deliver in-person support for various IT-related software and hardware issues.
Basic Qualifications:
- 1+ years of experience with Windows Server technologies (AD, DFS, Print Services, SCCM).
- 2+ years of troubleshooting in a multi-user high-availability environment.
- 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 experience (such as DNS, DHCP, SSL, OSI Model, and TCP/IP).
- 2+ years of corporate experience supporting Windows, Mac, or Linux operating systems.
- 2+ years of experience in supporting and maintaining a corporate network environment.
- High school or equivalent diploma.
Preferred Qualifications:
- 2+ years of computer networking experience.
- Experience supporting video conference and teleconference equipment.
Work Conditions:
- Onsite position in a corporate office.
- Full-time employment.
