IT Services Support Specialist, IT Services Global Service Desk (GSD)

Amazon; London; Remote; GBP 30,000 - 50,000; Full time

Job summary

An established industry player is seeking a motivated IT Services Support Specialist to join their dynamic team. This role involves providing top-notch technical support to employees globally, troubleshooting various operating systems, and managing support tickets effectively. The ideal candidate will thrive in a fast-paced environment, demonstrating exceptional customer service skills and a commitment to quality. Join a company that values diversity and innovation, and be part of a culture that empowers individuals to achieve their best. If you're ready to make a difference and grow your career in IT support, this opportunity is for you!

Qualifications

• Experience supporting Windows, Mac, and Linux OS in a corporate environment.
• Strong troubleshooting skills for integrated computer systems.

Responsibilities

• Provide comprehensive technical support to corporate employees worldwide.
• Diagnose and troubleshoot end-user computing problems efficiently.

Skills

Technical Support

Customer Service

Windows Operating System

Mac Operating System

Linux Operating System

Network Troubleshooting

Problem Solving

Education

CompTIA A+

CompTIA Network+

Cisco/CCNA

Linux (Redhat)

Microsoft Hardware Installation

Tools

Ticketing System

Zebra Thermal Printers

Thin Clients

Portable Handheld Terminals

Job description

IT Services Support Specialist, IT Services Global Service Desk (GSD)

Job ID: 2956571 | Amazon UK Services Ltd.

Amazon's IT Services Support is the first point of contact for technical support service requests. Our IT Support Technician spends their day fielding incoming support chats, calls and online requests on behalf of Amazon employees worldwide.

Candidates who are successful will be required to work on a rotational schedule. The successful IT Support Technician will be customer focused and motivated by team success. You will be innovative, energetic, and able to adapt to new processes and procedures quickly while dealing with a high volume of requests. You will also be committed, flexible, and have demonstrated ability to maintain high levels of productivity while maintaining quality support. This position is Remote by design, and this can change as per business requirements. You will be required to attend meetings within the Edinburgh office.

Key job responsibilities

1. Provides comprehensive technical support to Amazon Corporate employees worldwide.
2. Research, resolve, and respond to inquiries received via web chat, telephone calls, email, ticketing system, all in a timely manner, in accordance with team standards.
3. Diagnose and troubleshoot end user computing problems including analyzing the problem, identification of appropriate resources, testing of proposed fixes and follow-up to ensure the problem has been resolved.
4. Creates and submits detailed call logs documenting customer interactions that are accurate, thorough, and timely.
5. Informs customer of needed repairs and answers basic questions. Ensures that customer understands and is satisfied with work completed.
6. Follow all standard operating procedures (SOP) through the effective use of Knowledge management.
7. Manage a case count between 15-25 tickets.
8. Manage concurrent support conversations.
9. Acquire and maintain current knowledge of relevant support policies in order to provide technically accurate solutions to users.
10. Assists with activities to triage and escalate any system or network outage to reduce downtime.

BASIC QUALIFICATIONS

1. Experience supporting Windows, Mac and/or Linux operating systems in a corporate setting.
2. Experience troubleshooting integrated and interdependent computer systems.
3. Experience with network troubleshooting and support.
4. Experience maintaining zebra thermal printers, troubleshooting thin clients, PCs, scanners, and portable handheld terminals.

PREFERRED QUALIFICATIONS

1. CompTIA A+, CompTIA Network+, Cisco/CCNA, Linux (Redhat), Microsoft hardware (installation), AWS, or other industry relevant certifications.
2. Experience in a dynamic environment with a high degree of customer service.

Amazon is an equal opportunities employer. We believe passionately that employing a diverse workforce is central to our success. We make recruiting decisions based on your experience and skills. We value your passion to discover, invent, simplify and build. Protecting your privacy and the security of your data is a longstanding top priority for Amazon. Please consult our Privacy Notice (https://www.amazon.jobs/en/privacy_page) to know more about how we collect, use and transfer the personal data of our candidates.

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.

Posted: April 10, 2025 (Updated about 19 hours ago)