IT Services Support Specialist

About the IT Services Support Specialist Role

Amazon's IT Services support is the first point of contact for technical support service requests. The IT Services Support Specialist spends their day fielding incoming support chats, calls, and online requests on behalf of Amazon Corporate and its subsidiary employees worldwide.

Key Responsibilities

• Provide comprehensive technical support to Amazon Corporate employees globally.
• Research, resolve, and respond to inquiries via chat, phone, email, and ticketing system.
• Diagnose and troubleshoot end-user computing problems including testing fixes and ensuring resolution.
• Create and submit detailed call logs documenting customer interactions accurately.
• Inform customers of necessary repairs and answer basic support questions.
• Follow all standard operating procedures and use knowledge management effectively.
• Manage a case load of 26-30 phone/chat/ticket interactions.
• Maintain current knowledge of support policies to deliver technically accurate solutions.
• Assist with triaging and escalating system/network outages to reduce downtime.

Basic Qualifications

• 1+ years of experience in a corporate setting supporting Windows, Mac, or Linux.
• Experience troubleshooting integrated computer systems.
• Experience with zebra thermal printers, thin clients, PCs, scanners, and portable handheld terminals.

Preferred Qualifications

• Certifications such as CompTIA A+, CompTIA Network+, Cisco/CCNA, Linux (Redhat), Microsoft hardware installation, AWS, or other industry relevant certifications.
• Experience in high-volume, dynamic customer service environments.

Key skills/competency

Technical Support, Troubleshooting, Customer Service, IT Infrastructure, Windows, Mac, Linux, Certification, Call Logging, Knowledge Management, Problem Resolution