IT Support Eng I, IT Services

Amazon - Tempe, AZ

Full-time

Tempe, AZ

Sporting Goods, Hobby, Musical Instrument, Book, and Miscellaneous Retailers

About the position

The IT Support Engineer at Amazon IT Services plays a crucial role in providing technical support and assistance to Amazon employees worldwide. This position focuses on troubleshooting and maintaining IT equipment and services, ensuring a high level of customer satisfaction. The role requires adaptability, teamwork, and a commitment to quality support in a fast-paced environment.

Responsibilities

• On-site troubleshooting of AV systems, particularly complex integrated systems such as large conference rooms, training rooms, executive rooms and bespoke or legacy systems.
• Working with on-premise IT technicians, contractors and integrators through troubleshooting and repair procedures.
• Communicating with manufacturers and vendors to arrange repair or RMA of faulty equipment and managing local inventory.
• Working closely with partner teams including hardware deployment, Escalation and MeetEx to drive continuous improvement of the customer experience.
• Maintaining communication with customers and stakeholders, informing them of incident progress via thorough ticket documentation and the use of Standard Operating Procedures (SOPs).
• Collaborating on technical documentation and SOPs, incorporating field learnings and customer feedback.
• Acquire and maintain current knowledge of relevant IT policies in order to provide technically accurate solutions to users.
• Provide comprehensive technical support to Amazon Corporate employees.
• Provide end user, Windows/Mac/Linux OS deployment and support.
• Perform hardware procurement and asset management.
• Troubleshoot/support LAN and on-site servers via tickets, alerts and change management.
• Ticket queue management.
• Handle to completion requests and technical project work.
• Provide on call-support for Sev1 and Sev2 incidents.
• Handle escalations from Level 1 support.

Requirements

• 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 PC repair, troubleshooting, deployment and liquidation experience.
• 1+ years of IT client, server, and network service delivery experience.
• 2+ years of networking (such as DNS, DHCP, SSL, OSI Model, and TCP/IP) experience.
• 2+ 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.
• Experience supporting video conference and teleconference equipment.

Nice-to-haves

• 2+ years of computer networking experience.