IT Support Associate II, IT Services Global Support Desk - Remote Eligible

IT Support Associate II

Amazon's IT Support is the first point of contact for technical support service requests. Our IT Support Associate II spends their day fielding incoming chats, calls, and online requests from Amazon Corporate and its subsidiary employees worldwide. The successful IT Support Associate II will be customer focused and motivated by team success. You will be innovative, engaged, 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 demonstrate the ability to maintain high levels of productivity while maintaining quality support.

Key job responsibilities:

• Provide first-level IT support through multiple channels (phone, chat, tasks)
• Troubleshoot and resolve technical issues related to: account access and authentication, software applications and systems, network connectivity, hardware problems, basic security concerns
• Document support interactions in ticketing system
• Escalate complex issues to appropriate specialist teams
• Follow up on pending support tickets
• Maintain knowledge of IT services and policies
• Meet service level agreements (SLAs)
• Participate in team meetings and training
• Contribute to knowledge base documentation
• Use remote support tools to assist users
• Deliver professional, customer-focused service

A day in the life:

The day begins by logging into IT Support systems and applications needed for call center operations. The ITS Engineer I reviews team communications, knowledge base updates, and system alerts that may impact support activities. Throughout the shift, they handle technical support inquiries through phone, chat, and tasks. Common issues include access and software troubleshooting, network connectivity, and hardware-related concerns. They utilize remote support tools to assist users across locations. They document interactions in the ticketing system, escalate complex issues, and follow up on pending tickets. The role includes participating in team meetings and training sessions.

About the team:

The Information Technology Support Global Service Desk (ITS GSD) team provides frontline technical support to Amazonians globally through virtual channels. This team of IT professionals handles a wide range of technology issues, from access management to hardware and software support, while maintaining service quality and customer satisfaction standards.