ITS Support Eng I (ONS), IT Services

Amazon; Dubai; On-site; AED 80,000 - 100,000; Full time

Job summary

A leading global tech company is seeking an IT Support Engineer to provide technical support at its Dubai corporate office. This role involves assisting employees with IT equipment, managing requests, and ensuring high-quality service. Candidates should have 1+ years of experience with Windows Server technologies and a strong background in customer support. The position is full-time, onsite, and requires travel between buildings.

Qualifications

• 1+ years of experience with Windows Server technologies.
• 2+ years troubleshooting in a multi-user, high-availability environment.
• 2+ years PC repair, troubleshooting, deployment, and liquidation experience.

Responsibilities

• Provide comprehensive technical support to Amazon Corporate employees.
• Travel between buildings as required.
• Seek innovative process improvements.

Skills

Technical support

Customer service

Teamwork

Problem-solving

Education

High school diploma or equivalent

Tools

Windows Server

Mac OS

Linux

Video and teleconference equipment

Job description

Are you passionate about helping people solve IT problems? Love being part of an exciting and innovative environment? Join Amazon IT Services! We're looking for dedicated individuals who strive to work hard, have fun, and make history.

Amazon is seeking bright, adaptable, and hardworking applicants to join our IT Services organization as an IT Support Engineer. IT Support Engineers work with Amazonians to provide and support the IT equipment and services used daily. We treat Amazon employees as our customers, providing timely, accurate, and professional assistance.

Amazon's IT Services Support is the first point of contact for technical service requests for Amazon Corporate and its subsidiaries worldwide. The successful IT Support Engineer will be customer-focused, motivated by team success, innovative, and able to adapt quickly to new processes and procedures while handling a high volume of requests. Flexibility, commitment, and the ability to maintain high productivity levels with quality support are essential.

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

Key job responsibilities

1. Provide comprehensive technical support to Amazon Corporate employees.
2. Travel between buildings as required.
3. Seek innovative process improvements and participate in team implementations.
4. Maintain current knowledge of relevant IT policies to provide accurate solutions.
5. Provide escalation support for complex troubleshooting beyond front-line support.
6. Create and update SOPs to enhance team knowledge through knowledge management.
7. Manage the ticket queue, ensuring timely updates and resolution.
8. Audit tickets across the EMEA region to ensure quality.
9. Assist with technical projects, meeting deadlines and project goals.
10. Escalate system or network outages impacting multiple users to appropriate service owners.
11. Follow and update SOPs to improve knowledge management.
12. Interview candidates for new roles within the organization.
13. Identify and train front-line support staff for career development.
14. Provide in-person support for various IT hardware and software issues.

About the team

Our IT Support team is the first point of contact for technical requests, supporting infrastructure projects and network needs during office hours, serving customers attending IT offices.

Minimum qualifications

• 1+ years of experience with Windows Server technologies (Active Directory, DFS, Print Services, SCCM).
• 2+ years troubleshooting in a multi-user, high-availability environment.
• 2+ years PC repair, troubleshooting, deployment, and liquidation experience.
• 1+ year of IT client-server and network service delivery experience.
• 2+ years networking experience (DNS, DHCP, SSL, OSI Model, TCP/IP).
• 2+ years supporting Windows, Mac, or Linux operating systems in a corporate setting.
• 2+ years supporting and maintaining a corporate network environment.
• High school diploma or equivalent.
• Experience supporting video and teleconference equipment.

Our inclusive culture empowers Amazonians to deliver the best results. If you need workplace accommodations during the application or onboarding process, please visit our support page. If your country is not listed, contact your Recruiting Partner.