ITS Support Associate II, Global Service Desk (GSD), IT Services, Global Service Desk

Amazon; Central Ontario; On-site; CAD 45,000 - 70,000; Full time

Job summary

An established industry player is seeking a motivated IT Support Associate II to join their dynamic team. In this role, you will be the first point of contact for technical support, helping corporate employees troubleshoot issues across multiple operating systems. Your ability to manage high volumes of requests while maintaining quality support will be key. This position offers the opportunity to grow your skills in a fast-paced environment, where customer satisfaction is paramount. Join a collaborative team that values innovation and adaptability, and make a significant impact in providing exceptional IT support.

Qualifications

• 1+ years of support experience in a corporate setting.
• Experience troubleshooting integrated computer systems.

Responsibilities

• Resolve IT support requests for Amazon Corporate employees.
• Troubleshoot issues across Windows, macOS, and Linux environments.
• Create detailed call logs documenting customer interactions.

Skills

Help-desk experience

Troubleshooting skills

Customer service

Multi-tasking

Effective communication

Education

High school diploma or equivalent

Tools

Windows

macOS

Linux

Teleconferencing systems

Job description

Description

Amazon's IT Support is the first point of contact for technical support service requests. Our IT Support Associate II handles incoming chats, calls, and online requests from Amazon Corporate and its subsidiaries worldwide. The successful candidate will be customer-focused, motivated by team success, innovative, energetic, adaptable to new processes, and capable of managing a high volume of requests while maintaining quality support.

Responsibilities

1. Leverage 1+ years of help-desk or desk-side experience to resolve issues for Amazon Corporate employees, both in-office and remote.
2. Troubleshoot and resolve support requests across Windows, macOS, and Linux environments.
3. Research, resolve, and respond to inquiries via web chat, phone, email, and ticketing systems promptly and according to organizational standards.
4. Diagnose and troubleshoot end-user computing problems, including problem examination, resource identification, testing fixes, and follow-up.
5. Resolve support requests in real-time and facilitate hand-offs to partner teams for escalations or hardware replacements.
6. Ensure customer satisfaction with the work completed.
7. Create and submit detailed, accurate, and timely call logs documenting customer interactions.
8. Follow SOPs to improve knowledge management and propose revisions or new SOPs for content gaps.
9. Maintain current knowledge of relevant policies to provide accurate solutions.
10. Assist with triaging and escalating system or network outages to reduce downtime.
11. Support remote assistance with Teleconferencing systems and AV equipment.
12. Apply your IT or related field experience and educational background.
13. Work effectively both independently and within a team.
14. Commit to quality, demonstrate strong multi-tasking skills, and show curiosity to learn.
15. Communicate effectively with technical and non-technical staff using strong verbal skills.
16. Adhere to shift schedules, including working flexible hours, weekends, and holidays.
17. Be willing and able to visit Amazon sites with 24 hours' notice as needed.

Basic Qualifications

1. 1+ years of support experience with Windows, Mac, or Linux in a corporate setting.
2. Experience troubleshooting integrated computer systems.
3. High school diploma or equivalent.

Preferred Qualifications

1. Certifications such as CompTIA A+, Network+, Cisco/CCNA, Linux (Red Hat), Microsoft hardware, AWS, or similar industry certifications.
2. Experience working in a dynamic environment with a strong focus on customer service.

Amazon is an equal opportunity employer. For workplace accommodations during the application and hiring process, please visit this link. Contact your Recruiting Partner if your region isn’t listed.

Company: Amazon Development Centre Canada ULC

Job ID: A2966549