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IT Support Specialist

hace 2 meses

Xico, México Amazon A tiempo completo
About the Role

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
  • Provide comprehensive technical support to Amazon Corporate employees, including troubleshooting and resolving technical issues.
  • Research and resolve inquiries received via various channels, including web chat, email, and ticketing systems.
  • Diagnose and troubleshoot end-user computing problems, including analyzing the problem, identifying appropriate resources, and testing proposed fixes.
  • Create and submit detailed call logs documenting customer interactions, ensuring accuracy, thoroughness, and timeliness.
  • Inform customers of needed repairs and answer basic questions, ensuring customer satisfaction and understanding.
  • Manage a fluctuating case count of trouble tickets and acquire and maintain current knowledge of relevant policies to provide technically accurate solutions.
  • Assist with activities to triage and escalate system or network outages to reduce downtime.
  • Provide on-call support for Sev1 and Sev2 incidents and handle escalations from Level 1 support.
  • Follow, update, and create standard operating procedures (SOP) to improve the team's knowledge management.
  • Assist with technical projects and assist with coaching and developing talent at the role level.
Requirements
  • 1+ years of Windows Server technologies: AD, DFS, Print Services, SCCM experience.
  • 2+ years of troubleshooting in a multi-user high availability environment experience.
  • 2+ years of PC repair, troubleshooting, deployment, and liquidation experience.
  • 1+ years of IT client, server, and network service delivery experience.
  • 2+ years of networking (such as DNS, DHCP, SSL, OSI Model, and TCP/IP) experience.
  • 2+ years of corporate setting Windows, Mac, or Linux Operating systems support experience.
  • 2+ years of supporting and maintaining a corporate network environment experience.
  • High school or equivalent diploma.
Preferred Qualifications
  • 2+ years of computer networking experience.
  • Experience supporting video conference and teleconference equipment.

Amazon is an Equal Opportunity Employer – Minority / Women / Disability / Veteran / Gender Identity / Sexual Orientation / Age.