ITS Support Associate II, Global Service Desk (GSD)

ITS Support Associate II, Global Service Desk (GSD)

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, energetic, 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.

Responsibilities include:

1. Leverage your 1+ years of experience in help-desk or desk-side environment to solve issues for Amazon Corporate employees located in-office and remote.
2. Troubleshoot and resolve customer support requests across Windows, macOS, and Ubuntu/Linux environments.
3. Research, resolve, and respond to inquiries received via web chat, telephone calls, email, ticketing system, all in a timely manner, in accordance with organizational standards.
4. Diagnose and troubleshoot end user computing problems including examining the problem, identifying the appropriate resources, testing proposed fixes and follow-up to ensure the problem has been resolved.
5. Resolve customer support requests in real-time and assist in facilitating any hand-offs to partner teams for escalations or hardware replacements. Ensures that customer accepts and is satisfied with work completed.
6. Create and submit detailed call logs documenting customer interactions that are accurate, thorough, and timely.
7. Follow standard operating procedures (SOP) to improve the teams' knowledge management and create revision requests or propose new SOPs to identified gaps in existing content.
8. Acquire and maintain current knowledge of relevant policies in order to provide technically accurate solutions to users.
9. Assist with activities to triage and escalate any system or network outage to reduce downtime.
10. Assist with remote assistance in Teleconferencing systems and AV presentation equipment.
11. Leverage your Associate in Computer Science, related field or IT experience.
12. Showcase your ability to work both on your own and within a team environment.
13. Display a commitment to quality and strong multi-tasking skills and the desire and curiosity to learn more.
14. Use your strong verbal skills, and proven ability to communicate with technical and non-technical employees.
15. Adherence to shift schedules and timeliness are key requirements.
16. Willingness to work flexible shifts and scheduling, weekends, and holidays.
17. Must be willing and able to occasionally come to Amazon corporate sites with 24 hours notice.

BASIC QUALIFICATIONS

- 1+ years of corporate setting Windows, Mac or Linux Operating systems support experience
- High school or equivalent
- Experience troubleshooting integrated and interdependent computer systems
- Experience maintaining zebra thermal printers, troubleshooting thin clients, PCs, scanners, and portable handheld terminals

PREFERRED QUALIFICATIONS

- CompTIA A+, CompTIA Network+, Cisco/CCNA, Linux (Redhat), Microsoft hardware (installation), AWS, or other industry relevant certifications
- Experience in a dynamic environment with a high degree of customer service

Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, disability, age, or other legally protected status. If you would like to request an accommodation, please notify your Recruiter.

The base salary for this position ranges from $49,000/year up to $76,800/year. Salary is based on a number of factors and may vary depending on job-related knowledge, skills, and experience. Amazon is a total compensation company. Dependent on the position offered, equity, sign-on payments, and other forms of compensation may be provided as part of a total compensation package, in addition to a full range of medical, financial, and/or other benefits. Applicants should apply via our internal or external career site.