ITS Support Engineer 1 (OPC), IT Services

Job ID: 2819686 | Amazon.com Services LLC

Are you passionate about helping people solve IT problems? Love being a part of an exciting and innovative environment? Join Amazon IT Services! We’re looking for people who strive to “Work Hard. Have Fun. Make History.”
Amazon is seeking bright, adaptable, and hardworking applicants to join our IT Services organization as an IT Support Engineer. IT Support Engineers work with Amazonian's to provide and support the IT equipment and services that are used every day. We treat Amazon employees as our customers and provide timely, accurate, and professional assistance.
Amazon's IT Services Support is the first point of contact for technical service requests for Amazon Corporate and its subsidiary employees worldwide. The successful IT Support Engineer 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 have demonstrated ability to maintain high levels of productivity while maintaining quality support.

Key job responsibilities

1. Provide comprehensive technical support to Amazon Corporate employees.
2. Occasional travel to other US cities as required.
3. Look for innovative process improvements and participate on teams to implement change.
4. Acquire and maintain current knowledge of relevant IT policies in order to provide technically accurate solutions to users.
5. Troubleshoot/support escalations for customer via tickets, beyond the scope of front-line support.
6. Create and maintain documentation.
7. Ticket queue management and ticket auditing across North America.
8. Handle to completion requests and technical project work.
9. Assist with activities to triage and escalate any system or network outage to reduce downtime.
10. Handle escalations from Level 1 support.
11. Follow, update and create standard operating procedures (SOP) to improve the teams' knowledge management.

BASIC QUALIFICATIONS

- 1+ years of Windows Server technologies: AD, DFS, Print Services, SCCM experience
- 2+ years of troubleshooting in a multi-user high availability environment experience
- 2+ years of networking (such as DNS, DHCP, SSL, OSI Model, and TCP/IP) experience
- 3+ years of corporate setting Windows, Mac or Linux Operating systems support experience
- 2+ years of supporting and maintaining a corporate network environment experience
- High school or equivalent diploma

PREFERRED QUALIFICATIONS

- 4+ years of corporate setting Windows, Mac or Linux Operating systems support experience
- Experience supporting video conference and teleconference equipment

Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.