Job Overview
Who's the hiring manager?
Sign up to PitchMeAI to discover the hiring manager's details for this job. We will also write them an intro email for you.
Job Description
IT Support Associate, IT Services (Global Service Desk)
Amazon's IT Services support is the first point of contact for technical support requests. Our IT Support Technician spends their day fielding incoming support chats, calls and tickets on behalf of Amazon Corporate and its subsidiary employees worldwide.
The successful IT Support Specialist will be customer-focused and motivated by team success. You will be innovative, 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
- Provides comprehensive 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 team standards.
- Diagnose and troubleshoot end user computing problems including analyzing the problem, identification of appropriate resources, testing of proposed fixes and follow-up to ensure the problem has been resolved.
- Creates and submits detailed contact 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.
- Manage a case count between 15-25 phone/chat/tickets.
- Acquire and maintain current knowledge of relevant support policies in order to provide technically accurate solutions to users.
- Assists with activities to triage and escalate any system or network outage to reduce downtime.
- Adherence to shift schedules and timeliness are key requirements.
- This role requires flexibility to support teams across APAC, EMEA and AMER time zones (24/7 Model), making adaptability in scheduling essential for success.
About The Team
The Global Service Desk serves as your first point of contact for all technical support needs. Our mission is to deliver timely, effective solutions while ensuring a consistent support experience to Amazonians globally.
Basic Qualifications
- 1+ years of corporate setting Windows, Mac or Linux Operating systems support experience
- Experience troubleshooting integrated and interdependent computer systems
- Experience with network troubleshooting and support
Preferred Qualifications
- 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
Key skills/competency
- IT Support
- Technical Support
- Customer Service
- Troubleshooting
- Windows OS
- Mac OS
- Linux OS
- Network Support
- Ticketing Systems
- Problem Solving
How to Get Hired at Amazon
- Tailor your resume: Highlight 1+ years of corporate IT support experience with Windows, Mac, or Linux OS, and network troubleshooting.
- Showcase certifications: Include any CompTIA A+, Network+, CCNA, or AWS certifications to demonstrate technical expertise.
- Emphasize customer service: Detail your ability to provide high-quality support in dynamic, high-volume environments.
- Demonstrate adaptability: Mention experience with flexible scheduling and supporting global teams across different time zones.
- Prepare for interviews: Be ready to discuss your problem-solving skills and experience with integrated computer systems.
Frequently Asked Questions
Find answers to common questions about this job opportunity
Explore similar opportunities that match your background