• Job Description

  Req#: 3126244
  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, engaged, 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.
  
  
  Key job responsibilities
  Provide first-level IT support through multiple channels (phone, chat, tasks)
  Troubleshoot and resolve technical issues related to:
  Account access and authentication
  Software applications and systems
  Network connectivity
  Hardware problems
  Basic security concerns
  Document support interactions in ticketing system
  Escalate complex issues to appropriate specialist teams
  Follow up on pending support tickets
  Maintain knowledge of IT services and policies
  Meet service level agreements (SLAs)
  Participate in team meetings and training
  Contribute to knowledge base documentation
  Use remote support tools to assist users
  Deliver professional, customer-focused service
  
  A day in the life
  The day begins by logging into IT Support systems and applications needed for call center operations. The ITS Engineer I reviews team communications, knowledge base updates, and system alerts that may impact support activities.
  Throughout the shift, they handle technical support inquiries through phone, chat, and tasks. Common issues include access and software troubleshooting, network connectivity, and hardware-related concerns. They utilize remote support tools to assist users across locations.
  They document interactions in the ticketing system, escalate complex issues, and follow up on pending tickets. The role includes participating in team meetings and training sessions.
  
  About the team
  The Information Technology Support Global Service Desk (ITS GSD) team provides frontline technical support to Amazonians globally through virtual channels. This team of IT professionals handles a wide range of technology issues, from access management to hardware and software support, while maintaining service quality and customer satisfaction standards.- 2+ years of corporate setting Windows, Mac or Linux Operating systems support experience
  - Experience troubleshooting integrated and interdependent computer systems
  - High school or equivalent
  - 2+ years of troubleshooting in a multi-user high availability environment experience
  - 2+ years of IT client, server, and network service delivery experience
  - Speak, write, and read fluently in English- 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
  
  Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.

• 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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