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

Amazon; United Kingdom; Remote; GBP 25,000 - 35,000; Full time

Job summary

A leading company, Amazon, is seeking an IT Services Support Specialist to provide top-notch technical support for their global operations. This role requires agility in problem-solving, technical expertise with different operating systems, and a strong focus on customer service, all while working remotely. The ideal candidate will thrive in a fast-paced environment and be dedicated to ensuring high levels of productivity and customer satisfaction.

Qualifications

• Experience supporting Windows, Mac, Linux in corporate settings.
• Experience troubleshooting integrated computer systems.
• Experience with network troubleshooting and support.

Responsibilities

• Provides technical support to Amazon Corporate employees worldwide.
• Diagnose and troubleshoot end user computing problems.
• Manage a case count of 15-25 tickets.

Skills

Customer service

Troubleshooting

Technical support

Problem analysis

Network support

Education

CompTIA A+

CompTIA Network+

Cisco/CCNA

Linux (Redhat)

Tools

Windows

Mac

Linux

Zebra thermal printers

Job description

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

Job ID: 2988988 | 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 meeting within the Edinburgh office.




Key job responsibilities
- Provides comprehensive technical support to Amazon Corporate employees worldwide.
- 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.
- Diagnose and troubleshoots 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.
- Creates and submits detailed call logs documenting customer interactions that are accurate, thorough, and timely.
- Informs customer of needed repairs and answers basic questions. Ensures that customer understands and is satisfied with work completed.
- Follow all standard operating procedures (SOP) through the effective use of Knowledge management.
- Manage a case count between 15-25 tickets.
- Manage concurrent support conversation.
- Acquire and maintain current knowledge of relevant support policies in order to provide technically accurate solutions to users.
- Assists with activities to triage and escalate any system or network outage to reduce downtime.

BASIC QUALIFICATIONS

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

PREFERRED QUALIFICATIONS

- CompTIA A+, CompTIA Network+, Cisco/CCNA, Linux (Redhat), Microsoft hardware (installation), AWS, or other industry relevant certifications
- 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.

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.

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