ITS Support Eng I (OMC), OMC

Amazon Inc.; Vancouver; On-site; CAD 50,000 - 60,000; Full time

Job summary

Amazon in Vancouver is seeking an ITS Support Eng I (OMC) to join Corporate Infrastructure Services, providing Tier I support for office network, AV, and printing services. You will triage incidents, perform initial troubleshooting, and escalate as needed to keep operations running smoothly.

As part of the Operations Management Center, you will monitor infrastructure health, communicate trends, and help drive improvements for a best-in-class in-office experience across 24/7 coverage.

Qualifications

• : 1+ years Windows Server technologies: AD, DFS, Print Services, SCCM
• : 1+ years troubleshooting in a multi-user high availability environment
• : 1+ years PC repair, troubleshooting, deployment
• : 1+ years IT client, server, and network service delivery
• : 1+ years networking (DNS, DHCP, SSL, OSI Model, TCP/IP)
• : 1+ years corporate Windows, Mac or Linux OS support
• : 1+ years supporting and maintaining a corporate network environment
• : High school or equivalent diploma

Responsibilities

• Triage incoming Incidents related to office infrastructure within defined target times.
• Correlate concurrent Incidents related to a common root cause and group them.
• Effectively communicate regarding office infrastructure health trends for reviews.
• Spot potential improvements to existing processes and procedures.
• Advocate for an ever improving in-office customer experience.

Skills

Windows Server

Active Directory

SCCM

Networking basics

PC repair

IT service delivery

Cross-OS support

Education

High school diploma or equivalent

Tools

SCCM

Job description

We are looking to hire a highly motivated, best-in-class ITS Support Eng I (OMC) to join our growing team within Corporate Infrastructure Services. The ITS Support Eng I (OMC) will work closely with both internal customers, on-prem technicians and service owners to provide Tier I support for large scale, enterprise class network, AV, and print services. This position serves as the first line of response for infrastructure incidents and is responsible for ensuring an exceptional Amazonian in-office experience, proactively addressing issues before customers are even aware of them. ITS Support Eng I (OMC) engineers are expected to follow established best practices and standard operating procedures to triage incidents, perform initial troubleshooting, and escalation complex issues when necessary. The desire and ability to work in a fast-paced, collaborative environment is essential for success. Key job responsibilities Triage incoming Incidents related to office infrastructure within the defined target times, using judgment to determine if an incident requires troubleshooting, or routing to a service manager team. Correlate concurrent Incidents that are related to a common root cause, and aggregate them into a single parent incident. Effectively use runbook and judgement to determine the scope and severity of an incident, and involve stakeholder teams as necessary. Effectively communicate regarding office infrastructure health trends as they happen, but also for weekly, monthly and quarterly business reviews. Ability to spot potential improvements to existing processes and procedures. Advocate for an ever improving in office customer experience. About the team Operations Management Center (OMC) within IT Services is the primary point of triage for corporate incidents across Network, Print, and AV (Audio Visuals) infrastructure systems. Triaging is a critical process enabling correlation, alerting, and engagement to reduce infrastructure down time. Our responsibility is to process incoming volumes by adhering to Standard Operating Procedures (SOPs), dispatching, triaging, resolving issues, or escalating to cross-functional teams or higher tiers of support, following a 24/7/365 follow-the-sun model.

Basic Qualifications

• - 1+ years of Windows Server technologies: AD, DFS, Print Services, SCCM experience
• - 1+ years of troubleshooting in a multi-user high availability environment experience
• - 1+ years of PC repair, troubleshooting, deployment and liquidation experience
• - 1+ years of IT client, server, and network service delivery experience
• - 1+ years of networking (such as DNS, DHCP, SSL, OSI Model, and TCP/IP) experience
• - 1+ years of corporate setting Windows, Mac or Linux Operating systems support experience
• - 1+ years of supporting and maintaining a corporate network environment experience
• - High school or equivalent diploma

Preferred Qualifications

• - 2+ years of computer networking experience
• - Experience supporting video conference and teleconference equipment

Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.

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, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.

The base salary range for this position is listed below. As a total compensation company, Amazon's package may include other elements such as sign-on payments and restricted stock units (RSUs). Final compensation will be determined based on factors including experience, qualifications, and location. Amazon offers comprehensive benefits including health insurance (medical, dental, vision, prescription, basic life & AD&D insurance), Registered Retirement Savings Plan (RRSP), Deferred Profit Sharing Plan (DPSP), paid time off, and other resources to improve health and well-being. We thank all applicants for their interest, however only those interviewed will be advised as to hiring status.

Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status. Veterans, military spouses, and people with disabilities are encouraged to apply.