IT Support Associate II, IT Services Global Support Desk
IT Support Associate II, IT Services Global Support Desk
Amazon's IT Support is the first point of contact for technical support service requests. Our IT Support Associate II spends their day fielding incoming chats, calls, and online requests from Amazon Corporate and its subsidiary employees worldwide. The successful IT Support Associate II will be customer focused and motivated by team success. You will be innovative, engaged, 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 demonstrate the ability to maintain high levels of productivity while maintaining quality support.
Key job responsibilities
- Provide first-level IT support through multiple channels (phone, chat, tasks)
- Troubleshoot and resolve technical issues related to account access and authentication, software applications and systems, network connectivity, hardware problems, and basic security concerns
- Document support interactions in ticketing system
- Escalate complex issues to appropriate specialist teams
- Follow up on pending support tickets
- Maintain knowledge of IT services and policies
- Meet service level agreements (SLAs)
- Participate in team meetings and training
- Contribute to knowledge base documentation
- Use remote support tools to assist users
- Deliver professional, customer-focused service
A day in the life
The day begins by logging into IT Support systems and applications needed for call center operations. Throughout the shift, the associate handles technical support inquiries through phone, chat, and tasks, documenting interactions in the ticketing system, escalating issues, and following up on pending tickets. The role includes participating in team meetings and training sessions.
About the team
The Information Technology Support Global Service Desk (ITS GSD) team provides frontline technical support to Amazonians globally through virtual channels, handling a wide range of technology issues while maintaining service quality and customer satisfaction standards.
Basic Qualifications
- 2+ years of corporate setting Windows, Mac or Linux Operating systems support experience
- Experience troubleshooting integrated and interdependent computer systems
- High school or equivalent
- 2+ years of troubleshooting in a multi-user high availability environment
- 2+ years of IT client, server, and network service delivery experience
- Speak, write, and read fluently in English
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
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, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information.
Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability or other legally protected status.