ITS Support Associate II, Global Service Desk (GSD)

Amazon; Vancouver; On-site; CAD 49,000 - 77,000; Full time

Job summary

A leading company is seeking an ITS Support Associate II for their Global Service Desk. The role involves providing technical support to corporate employees, troubleshooting issues across various operating systems, and ensuring customer satisfaction. The ideal candidate will have strong multitasking skills and a commitment to quality service. This position requires flexibility in working hours and the ability to work independently as well as part of a team.

Benefits

Equity

Sign-on bonuses

Benefits

Qualifications

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

Responsibilities

• Field incoming chats, calls, and online requests from employees.
• Troubleshoot and resolve support requests across different OS environments.
• Create detailed call logs of customer interactions.

Skills

Customer Focus

Multitasking

Troubleshooting

Education

High school diploma or equivalent

Education in Computer Science

Tools

Windows

macOS

Linux

Job description

ITS Support Associate II, Global Service Desk (GSD)

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ITS Support Associate II, Global Service Desk (GSD)

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Description

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, motivated by team success, innovative, energetic, and adaptable to new processes and procedures. They will handle a high volume of requests while maintaining quality support, demonstrating commitment, flexibility, and productivity.

Responsibilities Include

• Leverage your 1+ years of help-desk or desk-side experience to resolve issues for Amazon Corporate employees both in-office and remote.
• Troubleshoot and resolve support requests across Windows, macOS, and Linux environments.
• Research, resolve, and respond to inquiries via web chat, phone, email, and ticketing system promptly and according to organizational standards.
• Diagnose and troubleshoot end-user computing problems, including examining issues, identifying resources, testing fixes, and following up.
• Resolve support requests in real-time and facilitate hand-offs for escalations or hardware replacements.
• Ensure customer satisfaction with resolved issues.
• Create detailed call logs of customer interactions.
• Follow SOPs to improve knowledge management and suggest updates or new SOPs for content gaps.
• Maintain current knowledge of relevant policies for accurate technical support.
• Assist in triaging and escalating system or network outages to reduce downtime.
• Support remote assistance with teleconferencing systems and AV equipment.
• Apply your education in Computer Science or related IT experience.
• Work independently and as part of a team, demonstrating commitment to quality and multitasking skills.
• Communicate effectively with both technical and non-technical employees.
• Adhere to shift schedules, including working flexible hours, weekends, and holidays.
• Be available to come to Amazon sites with 24-hour notice as needed.

Basic Qualifications

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

Preferred Qualifications

• Certifications such as CompTIA A+, Network+, Cisco/CCNA, Linux (Redhat), Microsoft hardware, AWS, or similar.
• Experience in dynamic, customer-focused environments.

Amazon is an equal opportunity employer and values diversity. For workplace accommodations, visit https://amazon.jobs/content/en/how-we-hire/accommodations.

The salary range is $49,000 to $76,800 annually, based on experience and skills. Additional compensation such as equity, sign-on bonuses, and benefits may apply.

Apply via our career site.