• Job Description

  Req#: 2382644
  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.
  
  Italian Virtual Operations Tech Support is open from 05:00 to 17:00 UTC. Being able to work an assigned schedule that falls within our operating hours is required and expected. Available shifts may include days, afternoons, weekends and evenings. Typically, they include one or both weekend days and schedules are subject to change. Based upon business need, there may be working overtime requests.
  
  
  
  Key job responsibilities
  • 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
  
  
  A day in the life
  As an IT Support Associate II, you will use your skills to support employees in resolving technical problems within Amazon across a multitude of technical disciplines. Amazon has a collaborative, purposeful and enthusiastic environment where we “Work Hard, Have Fun, Make History.” On a typical day associates might dive deep into understanding the root cause of a customer issue and consult with senior engineers at Amazon. We believe in making technical support as painless as possible. To achieve this, we implement Operational Excellence best practices and strive to automate manual processes.
  
  About the team
  Virtual Operations Tech Support (formerly known as First Responders Support Team) emerged as a pilot team in VCS on May 15th, 2016 with customer support based in the United States. Over time, the team proved to be a successful model and with that came a demand to offer support to other VCS sites around the world. VOTS gladly accepted the challenge and responded by launching a team in Costa Rica in August 2016. We provide virtual support to our customers in the United States, Latin America (Brazil, Costa Rica, Columbia & Mexico), Romania, South Africa, India, and Japan.• Must read, write, and speak fluently in Italian and English
  • Associate in Computer Science or related field or experience equivalent.
  • 1+ years of experience in help-desk or desk-side environment
  • Experience in Windows, Mac OS environments’
  • Strong verbal skills proven 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
  • Able to adapt to fast paced environment.
  • Adherence to shift schedules and timeliness are key requirements
  • Willingness to work flexible shifts and scheduling, weekends, and holidays• Must read, write, and speak fluently in Italian and English
  • Bachelor’s degree in Computer science or IT related field
  • Microsoft MCSE, MCITP Systems Administrator (Active Directory)
  • Bachelor’s degree in Computer science or IT related field
  • Advanced Linux systems administration skills
  • Strong troubleshooting skills of very complex systems
  • Ability to explain complex IT concepts in simple terms
  • ITIL Foundation Certification
  • Able to adapt to fast paced environment.
  • Adherence to shift schedules and timeliness are key requirements
  • Willingness to work flexible shifts and scheduling, weekends, and holidays
  
  
  Amazon is an equal opportunities employer. We believe passionately that employing a diverse workforce is central to our success. We make recruiting decisions based on your experience and skills. We value your passion to discover, invent, simplify and build. Protecting your privacy and the security of your data is a longstanding top priority for Amazon. Please consult our Privacy Notice (https://www.amazon.jobs/en/privacy_page) to know more about how we collect, use and transfer the personal data of our candidates.

• About the company

  Amazon.com, Inc. is an American multinational technology company based in Seattle, Washington, which focuses on e-commerce, cloud computing, digital streaming, and artificial intelligence. It is one of the Big Five companies in the U.S. information technology industry, along with Google, Apple, Microsoft, and Facebook. The company has been referred to as "one of the most influential economic and cultural forces in the world", as well as the world's most valuable brand.

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