IT Support Engineer II

About Operations Technology Solutions (OTS) at Amazon

Operations is at the heart of Amazon’s business, renowned for its speed, accuracy, and exceptional service. Amazon's facilities deliver tens of thousands of products worldwide daily. Operations Technology Solutions (OTS) provides nonstop global IT support to Amazon Operations, forming a vital piece of this complex puzzle. We are seeking self-motivated individuals eager to tackle new challenges and inspire teams to overcome obstacles. Together, we own our contributions, whether it's supporting IT infrastructure, developing in-house technology, launching new Amazon Operations facilities, or delighting customers with direct package deliveries.

About The IT Support Engineer II Role

As an IT Support Engineer II, you will leverage your technical knowledge and specialized skills to support, build, implement, and enhance technology solutions across sites within a defined geographical area. This role requires managing large projects with minimal guidance, impacting multiple regional locations, and effectively resolving critical customer issues to restore functionality. You are expected to continuously expand your knowledge in software design patterns, data structures, AWS technologies, and distributed systems concepts.

What Amazon Offers

Amazon provides competitive compensation packages, including comprehensive healthcare benefits from Day 1, a matching 401(k) program, and up to 20 weeks of paid parental leave. Our workplace environment is casual, with daily attire typically consisting of jeans, t-shirts, safety shoes, and occasionally a neon safety vest.

Key Job Responsibilities

• Troubleshooting complex IT problems without relying on standard operating procedures.
• Planning and coordinating change management (CM) activities and templates.
• Collaborating with internal teams and external vendors to execute projects efficiently.
• Leading continuous improvement initiatives to enhance operational efficiency.
• Auditing the quality of work performed and delivering constructive feedback.
• Automating manual tasks and developing/improving small tools for team efficiency.
• Serving as the primary point of escalation for challenging issues.
• Actively participating in hiring, training, and development of team members.
• Providing support to customers across multiple local buildings and remote locations.
• Traveling within your local or regional area to provide on-site customer support.

Basic Qualifications

• 3+ years of IT client, server, and network service delivery experience.
• 4+ years of IT systems or relevant commercial production environment experience.
• 4+ years of networking experience, including DNS, DHCP, SSL, OSI Model, and TCP/IP.
• 4+ years of Microsoft administration, Linux administration, or Cisco IOS (CLI) experience.
• 4+ years of troubleshooting in a multi-user, high-availability environment.
• 4+ years of PC repair, troubleshooting, deployment, and liquidation experience.
• High school diploma or equivalent.

Preferred Qualifications

• 3+ years of experience supporting a Windows server environment.
• Experience supporting video conference and teleconference equipment.

Key skills/competency

• IT Support
• Networking
• Troubleshooting
• System Administration
• Project Management
• Customer Service
• Automation
• Windows Server
• Linux
• Cisco IOS