ITS Support Eng I (OMC), OMC

Amazon; Vancouver; On-site; CAD 3,649,000 - 5,761,000; Full time

Job summary

Amazon Development Centre Canada ULC - K03 is seeking an ITS Support Eng I (OMC) to provide Tier I support for office infrastructure, including network, AV, and printing services. You will triage incidents, perform initial troubleshooting, and escalate complex issues while maintaining an excellent in-office experience for Amazonians.

The role requires 1+ year in Windows Server, networking, and IT service delivery, with a strong focus on incident management and cross-functional collaboration in a

Qualifications

• 1+ years of Windows Server technologies: AD, DFS, Print Services, SCCM experience
• 1+ years of troubleshooting in a multi-user high availability environment
• 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 (DNS, DHCP, SSL, OSI Model, 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

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.

Skills

Windows Server

Networking

Troubleshooting

IT service delivery

Incident management

DNS/DHCP/TCP-IP

Cross-functional collaboration

Education

High school diploma

Job description

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 elevate 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.

CAN, BC, Vancouver - 26.49 - 41.82 CAD hourly

Company - Amazon Development Centre Canada ULC - K03

Job ID: A10401971