Are you passionate about helping people solve IT problems? Love being a part of an exciting and innovative environment? Join Amazon IT Services! We're looking for people who strive to "Work Hard. Have Fun. Make History."
Le informazioni riportate di seguito illustrano i requisiti del ruolo, l'esperienza richiesta ai candidati e le qualifiche associate.
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. Our IT Support Engineers spend their day fielding incoming chats, calls, and online requests on behalf of 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, energetic, 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.
Responsibilities
Provide comprehensive technical support to Amazon Corporate employees worldwide.
Research, resolve, and respond to inquiries received via web chat, telephone calls, email, and the ticketing system in a timely manner, in accordance with organizational standards.
Diagnose and troubleshoot end‐user computing problems, including analyzing the problem, identifying appropriate resources, testing proposed fixes, and following up to ensure the problem has been resolved.
Create and submit detailed call logs documenting customer interactions that are accurate, thorough, and timely.
Inform customers of needed repairs and answer basic questions, ensuring that customers understand and are satisfied with the work completed.
Manage a fluctuating case count of trouble tickets.
Acquire and maintain current knowledge of relevant policies to provide technically accurate solutions to users.
Assist with activities to triage and escale any system or network outage to reduce downtime.
Provide on‐call support for Sev1 and Sev2 incidents.
Handle escalations from Level 1 support.
Follow, update, and create standard operating procedures (SOP) to improve the team's knowledge management.
Assist with technical projects.
Assist with coaching and developing talent at the role level.
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.
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.
High school or equivalent diploma.
Able to communicate fluently in both English & Spanish.
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. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit for more information. If the country/region you're applying in isn't listed, please contact your Recruiting Partner. xrdztoy
Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.