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

Amazon Development Centre Canada ULC; Ontario; On-site; CAD 45,000 - 60,000; Full time

Job summary

A leading company is seeking an IT Support Associate II to provide exceptional technical support to employees worldwide. The role involves troubleshooting issues across various operating systems and ensuring customer satisfaction. Ideal candidates will have experience in help-desk environments and a commitment to quality service. Flexibility in working hours is essential, and candidates should be motivated, adaptable, and effective communicators.

Qualifications

• 1+ years of experience supporting Windows, Mac, or Linux in corporate settings.
• Experience troubleshooting integrated computer systems.

Responsibilities

• Field incoming chats, calls, and online requests for technical support.
• Diagnose and troubleshoot end-user computing problems.
• Create detailed call logs documenting interactions.

Skills

Customer Service

Troubleshooting

Multitasking

Effective Communication

Education

High School Diploma

Tools

Windows

macOS

Linux

Job description

Amazon IT Support Associate II

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 candidate will be customer-focused, motivated by team success, innovative, energetic, adaptable to new processes, and capable of handling 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 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 completed work.
7. Create detailed call logs documenting interactions accurately and promptly.
8. Follow SOPs to improve knowledge management, propose revisions, or develop new SOPs for identified gaps.
9. Maintain current knowledge of relevant policies to provide accurate solutions.
10. Assist in triaging and escalating system or network outages to minimize downtime.
11. Assist with remote support for teleconferencing and AV equipment.
12. Apply your background in Computer Science or related fields, or relevant IT experience.
13. Work independently and collaboratively within a team environment.
14. Demonstrate a commitment to quality, multitasking skills, and a curiosity to learn.
15. Communicate effectively with both technical and non-technical personnel.
16. Adhere to shift schedules, including working flexible hours, weekends, and holidays, with the ability to respond to site visits on short notice.

Basic Qualifications

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

Preferred Qualifications

• Certifications such as CompTIA A+, Network+, Cisco CCNA, Linux (RedHat), Microsoft hardware, AWS, or other relevant industry certifications.
• Experience in fast-paced environments with a focus on customer service.

Amazon is an equal opportunity employer, committed to diversity and inclusion, and does not discriminate based on protected statuses. Our inclusive culture empowers employees to deliver the best results for our customers.