IT Support Associate II

Description

The Amazon Helpdesk is the first place for Amazon employees to go with technical questions and problems with Amazon's desktops, laptops, mobile devices, network services and software. The Amazon Helpdesk works with Amazon and Amazon service managers and other staff to maintain internal solutions and respond to employees technical issues. Additionally, they manage all the on-premise infrastructure including servers, network device, telephony and printers.

Amazon.com is looking for a dynamic and motivated IT Support Engineer to join their IT Services Team. If you are customer-focused with strong problem-solving skills and have experience with Chrome OS and Windows environments, we want to talk with you.

As a member of the team you will have the opportunity to develop your career by maintaining and supporting Amazon's unique corporate infrastructure, service platforms and employees. This is a challenging role that demands strong communication skills, technical, analytical and problem-solving competencies and most importantly, customer obsession.

Key Responsibilities

• Provide ticket-based, walk-up and remote Helpdesk support for Amazon's growing multi-site user base and environments.
• Direct internal and external service provider engagements, as needed, in the processing of support requests for effective and timely resolution of issues.
• Manage various routine processes such as new hire onboards, computer life cycle management, asset management, computer imaging, hardware warranty support and hardware recycling.
• Participate in the development, implementation and administration of processes and procedures to ensure the reliability, recoverability, and optimum performance of user hardware and local services.
• Work in tandem with the rest of the IT Operations team to uphold system SLAs with a rotating On-call schedule for production support issues.
• Research, procure, vet and deploy new hardware and software solutions.

Key job responsibilities

• Windows/Mac/Linux OS deployment
• Providing remote tech support
• User hardware/software/peripheral support
• LAN troubleshooting and support
• Hardware procurement and asset management
• Creating and maintaining documentation

Basic Qualifications

• 3+ years of corporate setting Windows, Mac or Linux Operating systems support experience
• Experience troubleshooting integrated and interdependent computer systems
• Experience maintaining zebra thermal printers, troubleshooting thin clients, PCs, scanners, and portable handheld terminals

Preferred Qualifications

• CompTIA A+, CompTIA Network+, Cisco/CCNA, Linux (Redhat), Microsoft hardware (installation), AWS, or other industry relevant certifications
• Experience in a dynamic environment with a high degree of customer service