IT Services Support Specialist

Amazon; Riyadh; On-site; SAR 112,000 - 169,000; Full time

Job summary

A global technology company is seeking an IT Support Technician based in Riyadh, Saudi Arabia. The role involves providing technical support for Windows, Mac, and Linux systems, managing inquiries through various communication channels, and ensuring high levels of customer satisfaction. Candidates should have at least one year of corporate support experience, troubleshoot integrated systems, and possess strong customer service skills. Certifications like CompTIA A+ or Cisco/CCNA are preferred. Join an inclusive team committed to excellence in support.

Qualifications

• 1+ years of corporate experience supporting Windows, Mac, or Linux.
• Experience troubleshooting integrated computer systems.
• Experience maintaining and troubleshooting various devices.

Responsibilities

• Provide comprehensive technical support to Amazon Corporate employees worldwide.
• Resolve inquiries received via chat, calls, and emails.
• Diagnose and troubleshoot end user computing problems.
• Document customer interactions accurately and thoroughly.
• Inform customers of needed repairs and follow up.
• Manage a high case count effectively.

Skills

Windows support experience

Mac support experience

Linux support experience

Troubleshooting integrated computer systems

Customer service

Tools

Zebra thermal printers

Thin clients

PCs

Scanners

Portable handheld terminals

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 Corporate and its subsidiary employees worldwide.

The successful IT Support Specialist will be customer focused and motivated by team success. You will be innovative, 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.

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 26-30 phone/chat/tickets.
• 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

• 1+ years of corporate setting Windows, Mac or Linux operating systems support experience
• Experience troubleshooting integrated and interdependent computer systems
• 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

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.