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

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

Job summary

An innovative global service desk is seeking a dedicated IT Services Support Specialist to provide exceptional technical support to Amazon employees worldwide. This role involves troubleshooting various operating systems, diagnosing issues, and ensuring customer satisfaction through effective communication. With a focus on teamwork and adaptability, you'll thrive in a dynamic environment, managing multiple support requests while maintaining high productivity. This position is primarily remote, with occasional meetings in the Edinburgh office, making it a flexible opportunity for tech-savvy individuals looking to make an impact in a fast-paced setting.

Qualifications

• Experience supporting Windows, Mac, and Linux operating systems.
• Experience troubleshooting integrated computer systems.
• Strong customer service skills in a dynamic environment.

Responsibilities

• Provide comprehensive technical support to Amazon Corporate employees.
• Diagnose and troubleshoot end-user computing problems.
• Manage a case load of 15-25 tickets and concurrent support conversations.

Skills

Windows Support

Mac Support

Linux Support

Network Troubleshooting

Customer Service

Education

CompTIA A+

CompTIA Network+

Cisco/CCNA

AWS Certification

Tools

Zebra Thermal Printers

Thin Clients

Portable Handheld Terminals

Job description

Social network you want to login/join with:

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

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Client:

Amazon UK Services Ltd.

Location:

gb, United Kingdom

Job Category:

Other

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EU work permit required:

Yes

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Job Reference:

a4a89f091e60

Job Views:

3

Posted:

28.04.2025

Expiry Date:

12.06.2025

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Job 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 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 customers of needed repairs and answers basic questions. Ensures that customers understand and are satisfied with work completed.
6. Follow all standard operating procedures (SOP) through the effective use of Knowledge management.
7. Manage a case load of 15-25 tickets.
8. Manage concurrent support conversations.
9. Acquire and maintain current knowledge of relevant support policies to provide technically accurate solutions to users.
10. Assist with activities to triage and escalate system or network outages 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.