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We are seeking a highly skilled and motivated IT Support Engineer to join our team at Amazon. As an IT Support Engineer, you will be responsible for providing technical support to Amazon Corporate employees worldwide.
Key Responsibilities- Technical Support: Provide comprehensive technical support to Amazon Corporate employees, including troubleshooting and resolving technical issues related to end-user computing, network, and server infrastructure.
- Incident Management: Research, resolve, and respond to technical inquiries received via various channels, including web chat, email, and ticketing systems, in a timely and professional manner.
- Problem Solving: Diagnose and troubleshoot complex technical problems, including analyzing issues, identifying root causes, and implementing solutions.
- Documentation: Create and submit detailed call logs documenting customer interactions, including accurate and thorough descriptions of technical issues and resolutions.
- Communication: Communicate technical information to non-technical stakeholders, including Amazon employees and customers, in a clear and concise manner.
- Case Management: Manage a fluctuating case count of trouble tickets, prioritizing and resolving technical issues in a timely and efficient manner.
- Knowledge Management: Acquire and maintain current knowledge of relevant policies and procedures, including technical documentation and standard operating procedures.
- Collaboration: Collaborate with cross-functional teams, including Level 1 support, to resolve technical issues and improve overall customer satisfaction.
- Professional Development: Participate in ongoing training and professional development to stay up-to-date with the latest technologies and best practices.
- Technical Experience: 2+ years of experience in Windows Server technologies, including AD, DFS, Print Services, and SCCM.
- Networking Experience: 2+ years of experience in networking, including DNS, DHCP, SSL, OSI Model, and TCP/IP.
- Operating System Experience: 2+ years of experience supporting and maintaining Windows, Mac, or Linux operating systems.
- Education: High school or equivalent diploma.
- Computer Networking Experience: 2+ years of experience in computer networking.
- Video Conference Experience: Experience supporting video conference and teleconference equipment.
