IT Support Engineer

IT Support Engineer at Amazon

Are you passionate about solving technical challenges and helping people? Do you thrive in a dynamic, high-impact environment? Join Amazon's IT Services team as an IT Support Engineer and be part of the engine that powers Amazon’s seamless operations. We're seeking customer-focused, innovative problem-solvers who excel in a fast-paced, collaborative environment. As a part of our IT Services team, you'll have the opportunity to make a direct impact on Amazon's corporate global workforce, making sure their laptops, servers, and websites work seamlessly so they can build the technology that businesses worldwide rely on.

As an IT Support Engineer, you'll be the go-to knowledge expert for Amazon's corporate employees, providing seamless end-to-end services and frictionless on-site technical support ensuring productivity remains secure and uninterrupted. Amazon’s IT Support Engineers are dedicated, dependable, and customer-focused, owning the overall IT experience. They guarantee our employees have the tools and resources they need to be successful, innovative, and efficient.

IT Support Engineers have an advanced understanding of IT standards, systems, and equipment deployed throughout Amazon. They can work independently or collaborate with partner teams and contractors managing projects while maintaining a high level of productivity to meet goals. Quickly adapting to new processes and procedures, they act as a mentor and main partner for escalations within the team.

Your day will be filled with exciting challenges and opportunities to showcase your technical expertise. You’ll engage with Amazonians across various teams, owning and recognizing their unique IT needs and provide personalized high-quality support. You'll be a trusted advisor, a problem-solver, taking initiative to diagnose, troubleshoot, and resolve a wide variety of specialized hardware and software issues implementing successful solutions. Our Engineers guide and empower technical and non-technical Amazonians through the ever-evolving digital landscape implementing solutions that fit their needs.

Key job responsibilities

• Deliver on-site, high quality, hands-on support diagnosing, troubleshooting, and resolving issues successfully, evaluating log files to determine the health of systems, software, and hardware
• Provide on-call support for high severity incidents and act as an escalation point of contact for team
• Assist with activities to triage and escalate system or network outages to reduce downtime
• Understand and execute change management activities in a high availability environment
• Participate with partner teams and vendors on continuous improvement projects, defining requirements and managing execution to deliver operational excellence and value
• Effectively manage and oversee IT asset inventories
• Participate in hiring efforts, training and developing peers and new team members as a mentor, seeking and leveraging diverse perspectives in all activities
• Continuously expand skills, learning the latest technologies and maintaining knowledge of IT policies to provide technically accurate solutions

A day in the life

If you are not sure that every qualification on the list above describes you exactly, we’d still love to hear from you! At Amazon, we value people with unique backgrounds, experiences, and skill-sets. If you’re passionate about this role and want to make an impact on a global scale, please apply!

Amazon offers a full range of benefits that support you and eligible family members, including domestic partners and their children. Benefits can vary by location, the number of regularly scheduled hours you work, length of employment, and job status such as seasonal or temporary employment. The benefits that generally apply to regular, full-time employees include:

• Medical, Dental, and Vision Coverage
• Maternity and Parental Leave Options
• Paid Time Off (PTO)
• 401(k) Plan

About The Team

Our IT Services team is a dynamic and diverse group of passionate problem-solvers who thrive on challenges and continuously push the boundaries of innovation. We foster an inclusive and collaborative environment where every voice is heard, and every idea is valued. Join us and be part of a team that truly makes a difference in the lives of Amazonians worldwide.

Inclusive Team Culture

Here at Amazon, it's in our nature to learn and be curious. Our employee-led affinity groups foster a culture of inclusion that empower us to be proud of our differences. Ongoing events and learning experiences, including our Conversations on Race and Ethnicity (CORE) and AmazeCon (gender diversity) conferences, inspire us to never stop embracing our uniqueness.

Mentorship and Career Growth

We're continuously raising our performance bar as we strive to become Earth's Best Employer. We embrace curiosity and continuous learning, empowering you to grow both personally and professionally through mentorship, knowledge-sharing, and career-advancing resources, helping you develop into a better-rounded professional.

If you're ready to join a team of passionate problem-solvers and make a real impact, apply now to become an IT Support Engineer at Amazon!

Basic Qualifications

• High school or equivalent diploma
• 2+ years of corporate setting Windows, Mac or Linux Operating systems support experience
• 2+ years of networking (such as DNS, DHCP, SSL, OSI Model, and TCP/IP) experience
• 2+ years of troubleshooting in a multi-user high availability environment experience
• 2+ years of PC repair, troubleshooting, deployment and liquidation experience
• Experience in customer-facing roles
• Can travel to local sites up to 25% of the time

Preferred Qualifications

• Bachelor's degree
• CompTIA A+, CompTIA Network+, Cisco/CCNA, Linux (Redhat), Microsoft hardware (installation), AWS, or other industry relevant certifications
• Experience in Kafka, or experience deploying, managing, and optimizing Microsoft Windows Server and experience with Active Directory
• Experience supporting video conference and teleconference equipment
• 1+ years of scripting language, or 6+ months of system administration experience
• Experience in problem solving and data analytics
• Experience in process design and documentation

Key skills/competency

• Technical Support
• Troubleshooting
• Hardware/Software Diagnosis
• Networking
• Operating Systems (Windows, Mac, Linux)
• Customer Service
• IT Asset Management
• Problem Solving
• Process Improvement
• System Administration