Bilingual Senior Network Support (Italian/English)

Amazon Inc.; Greater London; On-site; GBP 55,000 - 85,000; Full time

Job summary

Amazon UK Services Ltd. in London is seeking a Sr. Network Support Specialist (Bilingual Italian & English) to support English- and Italian-speaking customers across EMEA. Role requires hands-on networking and WiFi knowledge, with training provided on AWS-like tools and protocols.

Based in our London office, you will join a collaborative team delivering high-quality support, mentoring juniors, and handling complex issues with a customer-first mindset in two languages.

Qualifications

• Experience in technical work related to computer systems and technology components.
• Experience handling customers and conflict resolution with a focus on quality for customer experience.
• Experience in MS Office, with an emphasis on Excel.
• Experience in web technologies and the internet.
• Experience taking ownership and driving resolution on escalated customer issues.
• Experience in technical support, or experience dealing effectively with customers during problem resolution and operating efficiently under pressure.
• Experience demonstrating strong analytical abilities and confidence in the use of data.

Responsibilities

• Providing advanced technical support to both English-speaking and Italian-speaking customers, as well as Tier 1 colleagues, via phone, email, or chat.
• Getting hands on with network devices, configuring routers, switches, firewalls, and wireless access points.
• Troubleshooting complex network issues like routing, switching, and firewall problems, plus the devices connecting to them.
• Documenting every support interaction so the team can learn and improve together.
• Spotting complex issues and escalating them to higher tier support teams when needed.
• Mentoring and coaching junior team members, sharing what you know and helping them level up.
• Being the go-to person for our Italian-speaking customers across the EMEA region, making sure they get an exceptional experience in their own language, while also supporting English-speaking customers day to day.

Skills

Technical support

Customer handling

Excel

Web technologies

Data analysis

Technical communication

Tools

CWNA

CCNA

Job description

Amazon UK Services Ltd. in London is seeking a Sr. Network Support Specialist (Bilingual Italian & English) to support English- and Italian-speaking customers across EMEA. Role requires hands-on networking and WiFi knowledge, with training provided on AWS-like tools and protocols.

Based in our London office, you will join a collaborative team delivering high-quality support, mentoring juniors, and handling complex issues with a customer-first mindset in two languages.