Senior IT Helpdesk Manager
Calle Blancos, CR
hace 22 días

At Amazon, we strive to be Earth's most customer-centric company where people can find and discover anything they want to buy online.

We hire the world's brightest minds, offering them an environment in which they can relentlessly improve the experience for customers.

Amazon has an opening in San Jose / Heredia, Costa Rica for an IT Services Manager to lead support managers / engineers in both locations.

Our team owns the customer experience, supporting Amazon employees across a variety of departments and skill sets. We strive to improve inefficient processes and advocate for the customer whenever possible.

Our engineers are the face of IT. They provide support across all major operating systems and hands on support of site infrastructure.

They prepare new hire equipment, perform asset management and some project management. They partner with global teams to ensure optimal site health and work directly with vendors holding them to service agreements.

As a leader of this team, you will create an environment that fosters inclusion with the rest of our organization and promotes opportunities for growth.

A successful candidate will have experience operating in high-pressure situations, a proven ability to handle competing priorities and possess a high level of discipline while remaining flexible.

Key Responsibilities

  • Directly manage a group of managers and engineers, building an organization that can support and sustain regional growth and customer need.
  • Working closely with engineering and other operations teams to incorporate customer feedback and address key support and usability concerns for customers throughout the region.
  • Maintaining very high customer satisfaction and a consistently great work experience for all Amazonians, regardless of location.
  • Effectively defining / analyzing metrics to drive team behavior in pursuit of goals.
  • Working effectively in a cross-functional environment with legal, technical, senior management teams and site directors.
  • Traveling as needed to meet with remote staff and customers.
  • Developing and holding to Operational Excellence metrics, diving deep into the details and data to understand how our customers interact with our services and infrastructure
  • 5+ years of experience leading IT support or operations teams
  • A solid understanding of networking and desktop technology and proven methods on providing innovative solutions to customers.
  • Experience managing remote support / call center operations on a high complexity environment
  • An ability to think creatively and apply strong analytical and problem solving skills, driving issues to resolution.
  • Experience dealing well with customers during problem resolution and operating under pressure with ambiguitity
  • Strong attention to detail and excellent written and oral communication skills.
  • Ability to effectively influence, negotiate, and communicate with internal and external business partners, contractors and vendors to get things done.
  • Excellent oral and written communication skills in both English and Spanish
  • Advanced Linux system support and ability to write simple scripts in some administrative language.
  • An advanced understanding of technical issues, both hardware and software, for infrastructure (servers, networking, telephony) and end user equipment.
  • Holds an understanding of core internet technologies - DHCP, DNS, TCP / IP, mail transport / s.
  • Active Directory and Windows Server administration. Windows 7 and Server 2008 / 2012 system support.
  • Support of office / productivity software including Microsoft Office
  • Mobile device support such as iPhone and / or Android
  • Video conferencing setup and troubleshooting.
  • VPN client support.
  • A broad understanding of networking technologies both wired and wireless. Port level troubleshooting of Cisco switches and data cabling knowledge.
  • A good understanding of VoIP technologies
  • Ability to understand and execute change management activities
  • Ability to liaise with vendors for all steps of the procurement process
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