IT Support Eng I (ONS)

Technical Support Specialist

At Amazon, we strive to be Earth's most customer-centric company where people can find and discover anything they want to buy online. We hire the world's brightest minds, and offer them an environment where they can relentlessly innovate for our customers. As a member of our IT Services Organization, you will have an opportunity to make a valuable contribution to that goal supporting internal employees.

This is a technical support position where the successful individual will be required to provide support to all levels of customer issue. The ability to build productive relationships with colleagues at remote sites around the world will make you successful in this role as will patience and a sense of humour.

This position requires hands-on experience across a wide IT scope. From PC hardware, IT infrastructure (hardware and software), software application and development and O/S support experience (including installation, configuration and troubleshooting). In short have hands-on experience supporting all levels of IT infrastructure whether on Windows, Linux/Unix and Macintosh platforms and including wired and wireless networking. The ability to support customers via remote channels such as voice and chat will also be a requirement.

Responsibilities include providing comprehensive technical support to Amazon employees worldwide, researching, responding and resolving inquiries via ticketing system, live chat, phone, email all in a timely manner, in accordance with organizational 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. Create and submit detailed ticket logs documenting customer interactions that are accurate, thorough and timely. Manage a fluctuating case count of trouble ticket. Acquire and maintain knowledge of relevant policies in order to provide technically accurate solutions to users. Provide on call support for Sev 1 and Sev 2 incidents whether for a site or across multiple sites/region. Follow, update and create standard operating procedures (SOP) to improve the team's knowledge management. Assist with coaching and developing talent at the role level. Ability to liaise with vendors for all steps of the procurement process. Must be willing to work in a fast paced and growing European and global environment where some travel may be required.

This role is not remote and requires on-site presence from Monday to Friday.