IT Support Engineer I (Esc), IT Services
Amazon
Heredia, CRI
hace 5 días

Job summary

Amazon's IT Support is the first point of contact for technical support service requests. Our IT Support Engineer I spends their day fielding incoming chats, calls, and online requests from Amazon Corporate and its subsidiary employees worldwide.

The successful IT Support Engineer I 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 demonstrate the ability to maintain high levels of productivity while maintaining quality support.

Responsibilities include :

  • Provides Escalations Support through chat, phone, and tickets handling complex issues requiring advanced troubleshooting skills to Amazon corporate employees worldwide.
  • Provides clear communication to customers ensuring they understand what the issue is, how it was resolved, and ability to share self-service options if available.
  • Analyzes problems, identifies resources to solve, works through proposed fixes, and follows up with customer to ensure the problem has been resolved.
  • Escalates any identified system or network outage impacting several customers to the correct service owners to mitigate downtime and impact.
  • Updates and creates standard operating procedures (SOP) to improve the teams' knowledge through knowledge management.
  • Manages a fluctuating case count of trouble tickets ensuring the customer is always updated on next steps through resolution.
  • Maintains current knowledge of relevant policies in order to provide technically accurate solutions to customers.
  • Documents chat, call, and ticket logs with accurate and summarized details.
  • Provides OnCall Escalations Support for multiple teams within IT Services.
  • Assists with coaching and developing talent at the role level.
  • Assists with technical projects.
  • BASIC QUALIFICATIONS

  • Associate’s degree in Computer science or IT related field, or 2+ year’s IT systems or relevant experience
  • Advanced experience with one or more of the following Operating Systems; Windows, Mac OS, Linux
  • Intermediate experience with one or more of the following Active Directory, Exchange Management, and SharePoint Management
  • Intermediate experience in executing and understanding scripting and configuration management tools
  • Strong troubleshooting skills of very complex systems while being resourceful
  • Ability to communicate with technical and non-technical staff
  • Ability to work both independently and within a team environment
  • Display a commitment to quality and strong multi-tasking skills
  • PREFERRED QUALIFICATIONS

  • Bachelor’s degree in Computer science or IT related field, or 4+ year’s IT systems or relevant experience
  • Advanced experience with two or more of the following Operating Systems; Windows, Mac OS, Linux
  • Advanced experience with Active Directory, Exchange Management, and SharePoint Management
  • Advanced experience in executing and understanding scripting and configuration management tools
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