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

ENGINEERINGUK; United Kingdom; Remote; GBP 30,000 - 50,000; Full time

Job summary

An established industry player is seeking an IT Services Support Specialist to join their dynamic team. This role involves providing comprehensive technical support to corporate employees, troubleshooting various operating systems, and maintaining hardware devices. The ideal candidate will thrive in a fast-paced environment and be dedicated to delivering exceptional customer service. With a focus on innovation and adaptability, this position offers the opportunity to work remotely while engaging with a diverse workforce. Join a company that values passion and commitment to excellence in technology support.

Qualifications

• Experience supporting Windows, Mac, and Linux in corporate settings.
• Troubleshooting integrated computer systems and network issues.
• Maintaining and troubleshooting various hardware devices.

Responsibilities

• Provide comprehensive technical support to Amazon Corporate employees.
• Diagnose and resolve end-user computing problems.
• Manage a case count of 15-25 tickets concurrently.

Skills

Windows Support

Mac Support

Linux Troubleshooting

Network Troubleshooting

Customer Service

Education

CompTIA A+

CompTIA Network+

Cisco/CCNA

Linux (Redhat)

Microsoft Hardware Installation

Tools

Zebra Thermal Printers

Thin Clients

PCs

Scanners

Portable Handheld Terminals

Job description

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

View more categories View less categories Sector Customer Services ,Technology Role Specialist Contract Type Permanent Hours Full Time

DESCRIPTION

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.

Company

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