Amazon's IT Support is the first point of contact for technical support service requests. Our IT Support Associate II spends their day fielding incoming chats, calls, and online requests from Amazon Corporate and its subsidiary employees worldwide.
The successful IT Support Associate II 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.
Provide basic technical support to Amazon Corporate employees worldwide.
Research, resolve, and respond to inquiries received via web chat, telephone calls, email, ticketing system, all in a timely manner, in accordance with organizational standards.
Diagnose and troubleshoot end user computing problems including analyzing the problem, identifying the 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.
Informs customer of needed repairs and answers basic questions. Ensures that customer understands and is satisfied with work completed.
Follow all standard operating procedures (SOP) through the effective use of knowledge management.
Acquire and maintain current knowledge of relevant policies in order to provide technically accurate solutions to users.
Assist with activities to triage and escalate any system or network outage to reduce downtime.
Assist with remote assistance in Teleconferencing systems and AV presentation equipment.
Adherence to shift schedules and timeliness are key requirements
Willingness to work flexible shifts and scheduling, weekends, and holidays
1+ years of experience in IT help-desk or desk-side environment
Advanced written and spoken English level
High School diploma
Experience in Windows, Mac OS environments
Proven ability to communicate with technical and non-technical staff
Bachelor’s degree in Computer science or IT related field.
Advanced Linux systems administration skills / certification
Microsoft MCSE, MCITP Systems Administrator (Active Directory)
Cisco CCNA certification
Strong troubleshooting skills of very complex systems
Ability to explain complex IT concepts in simple terms
Ability to manage high priority projects
Proven ability to work successfully with limited supervision