ITS Support Associate, IT Services (Global Service Desk)
Amazon · Mumbai Metropolitan Region
- Hybrid
- Full-time
- ₹400,000 / year
- Mumbai Metropolitan Region
Job highlights
- Provide global technical support for Amazon employees.
- Respond to chats, calls, and tickets promptly.
- Troubleshoot and resolve end-user computing issues.
- Maintain accurate and thorough contact logs.
- Adapt to flexible scheduling for 24/7 support.
About the role
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
Skills & topics
- IT Support
- Technical Support
- Associate
- Service Desk
- Help Desk
- Windows
- Mac
- Linux
- Network Troubleshooting
- Customer Service
- IT Services
- Amazon
How to get hired
- 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.
Technical preparation
Practice troubleshooting Windows, Mac, and Linux OS.,Familiarize yourself with network troubleshooting concepts.,Study integrated computer system dependencies.,Review common ticketing system workflows.
Behavioral questions
Describe a challenging customer support interaction.,How do you handle high-volume requests?,How do you adapt to new procedures?,How do you ensure customer satisfaction?
Frequently asked questions
- What are the primary responsibilities of an IT Support Associate at Amazon?
- As an IT Support Associate for Amazon's Global Service Desk, you will be the first point of contact for technical support, handling incoming chats, calls, and tickets for corporate employees worldwide. Your role involves researching, resolving, and responding to technical issues, diagnosing problems, and ensuring customer satisfaction.
- What technical skills are required for the IT Support Associate role at Amazon?
- You'll need at least one year of corporate IT support experience with Windows, Mac, or Linux operating systems, along with experience troubleshooting integrated computer systems and performing network troubleshooting. Familiarity with ticketing systems and knowledge management is also essential.
- Does Amazon's IT Support Associate role involve flexible scheduling?
- Yes, this role requires flexibility to support teams across APAC, EMEA, and AMER time zones in a 24/7 model. Adaptability in scheduling is crucial for success in this position.
- What are the preferred qualifications for an IT Support Associate at Amazon?
- Preferred qualifications include industry-relevant certifications such as CompTIA A+, Network+, Cisco/CCNA, Linux (Redhat), Microsoft hardware knowledge, or AWS experience. Experience in a dynamic environment with a high degree of customer service is also beneficial.
- How does Amazon's IT Services team ensure a consistent support experience?
- The Global Service Desk ensures a consistent support experience through adherence to Standard Operating Procedures (SOPs), effective use of Knowledge Management, and maintaining up-to-date knowledge of support policies to provide technically accurate solutions.
- What is the typical case volume for an IT Support Associate at Amazon?
- An IT Support Associate is expected to manage a case count of 15-25 phone/chat/tickets daily, requiring efficient time management and productivity to maintain quality support.