Support Eng I

Amazon; Dubai; On-site; AED 60,000 - 90,000; Full time

Job summary

A leading tech company in Dubai is seeking an IT Support Engineer to provide essential technical support to Corporate employees. The ideal candidate should have experience in Windows Server and troubleshooting in high availability environments. This role includes managing technical queries, creating SOPs, and supporting a diverse range of IT equipment. Working hours are Sunday to Thursday from 9 am to 6 pm, in an innovative work environment.

Qualifications

• 1 year experience with AD, DFS, SCCM.
• 2 years troubleshooting in a multi-user environment.
• 2 years supporting Windows, Mac, or Linux operating systems.

Responsibilities

• Provide technical support to Corporate employees.
• Manage ticket queue and ensure timely resolution.
• Create and update standard operating procedures.

Skills

Windows Server technologies

Troubleshooting in high availability environments

PC repair and deployment

IT client and server support

Networking knowledge

Support for operating systems

Video conference equipment support

Education

High school or equivalent diploma

Job description

Job Overview

Are you passionate about helping people solve IT problems and love being part of an exciting and innovative environment? Join Amazon IT Services! We’re looking for bright, adaptable, and hardworking applicants to join our IT Services organization as an IT Support Engineer.

Key Job Responsibilities

• Provide comprehensive technical support to Amazon Corporate employees.
• Travel between buildings in the country as required.
• Look for innovative process improvements and participate on teams to implement change.
• Acquire and maintain current knowledge of relevant IT policies to provide technically accurate solutions to users.
• Provide escalation support for customers requiring complex advanced troubleshooting beyond the scope of front-line support.
• Create and update standard operating procedures (SOPs) to improve the team’s knowledge through knowledge management.
• Manage the ticket queue to provide support with a fluctuating case count of trouble tickets ensuring the customer is always updated on next steps through resolution.
• Manage ticket quality by executing ticket auditing across EMEA region.
• Assist with technical projects across In-Person Support assuring deadlines are met and projects are completed on time.
• Escalate any identified system or network outage impacting several customers to the correct service owners to mitigate downtime and impact. Assist with activities to triage and troubleshoot any system or network outage as needed.
• Follow update and create standard operating procedures (SOP) to improve the team's knowledge management.
• Interview candidates applying for new roles within the org.
• Identify and provide training for front-line support to assist in career development.
• Provide in‑person support to internal customers for a variety of IT related software and hardware issues.

About the Team

Amazon’s IT Support is the first point of contact for technical service requests. Our IT Support Engineers spend their day serving customers who attend IT offices during our open hours and supporting infrastructure projects as well as network (when necessary).

Qualifications

• 1 year of Windows Server technologies: AD, DFS Print Services, SCCM experience
• 2 years of troubleshooting in a multi-user high availability environment
• 2 years of PC repair, troubleshooting, deployment and liquidation
• 1 year of IT client, server and network service delivery experience
• 2 years of networking (DNS, DHCP, SSL, OSI Model and TCP/IP)
• 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
• 2 years of computer networking experience
• Experience supporting video conference and teleconference equipment

Benefits and Work Hours

This position is located onsite in our corporate office. Hours are Sunday through Thursday from 9 am to 6 pm.

Disability Accommodation

Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, please provide information.