The Amazon's Global IT Helpdesk Support Team is a group of seasoned, customer-obsessed, and digital specialists providing quality technical support to internal customers through all available channels, meeting or exceeding their expectations at every opportunity.
The successful IT Support Specialist will be customer focused and motivated by team success. You will be creative, upbeat, 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 with minimal supervision.
Responsibilities include (but are not limited to) :
Troubleshooting and resolving single customer issues with Windows, Mac, and Linux, Microsoft Office, Exchange, VPN, SharePoint, Mobile devices, permissions and ownership of a wide variety of account administration tasks.
Provide first contact, remote support for desktops, laptops, printers, peripherals and other computer related devices.
Ensure proper documentation, notification, escalation, tracking, and follow up of all incidents.
Troubleshoot and resolve system hardware and software problems.
Participate in monitoring and maintenance of system key process improvements.
Time and schedule adherence.
2 years of previously worked in a Helpdesk environment.
Have at least 1 year of proven experience supporting Account lockouts, VPN and networking, Outlook email and calendaring.
1 year of customer service and communication skills.
Ability to adapt to new processes and procedures quickly while dealing with a high volume of requests.
Experienced problem solver, able to troubleshoot issues independently or escalate when necessary - sense of accountability and sound personal judgment.
Detailed oriented and excellent organizational skills, accuracy and reporting experience.
Fluent verbal and written communication skills in English.
Basic scripting experience using PowerShell or Java Script.
Bachelor's degree in Computer Science, Engineering or related fields.
Hold professional qualifications (certifications) related to Microsoft, Linux, Mac, Cisco or AWS.