IT Services Support Specialist, IT Services Global Service Desk

Amazon; Remote; SAR 40,000 - 50,000; Full time

Job summary

A leading global technology company seeks an IT Services Support Specialist for their Global Service Desk. This role involves providing technical support to corporate employees and requires familiarity with operating systems like Windows, Mac, and Linux. The candidate will manage support tickets and respond to inquiries across multiple platforms. This position requires flexibility, adaptability, and a strong commitment to customer service. A minimum of CompTIA A+ or relevant certifications is preferred.

Qualifications

• Experience supporting Windows, Mac, and/or Linux operating systems.
• Experience troubleshooting integrated computer systems.
• Experience maintaining and troubleshooting thermal printers and other peripherals.

Responsibilities

• Provide comprehensive technical support to Amazon Corporate employees worldwide.
• Resolve inquiries received via various channels in a timely manner.
• Diagnose and troubleshoot end-user computing problems.

Skills

Technical support

Customer service

Problem-solving

Network troubleshooting

Education

CompTIA A+ or relevant certifications

Tools

Windows operating system

Mac operating system

Linux operating system

Job description

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

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, including weekends. The successful IT Support Technician will be customer focused, innovative, energetic, and able to adapt to new processes and procedures quickly while dealing with a high volume of requests. They will be committed, flexible, and have demonstrated ability to maintain high levels of productivity while maintaining quality support.

This position is remote by design; however, the candidate must live within commuting distance of Cape Town to attend weekly meetings and office days. Only Cape Town based candidates will be considered.

Key Job Responsibilities

• Provide comprehensive technical support to Amazon Corporate employees worldwide.
• Research, resolve, and respond to inquiries received via web chat, telephone calls, email, and ticketing system in a timely manner, in accordance with team standards.
• Diagnose and troubleshoot end‑user computing problems, including analysis, resource identification, testing of proposed fixes, and follow‑up to ensure resolution.
• Create and submit detailed call logs documenting customer interactions that are accurate, thorough, and timely.
• Inform customers of needed repairs and answer basic questions, ensuring they understand and are satisfied with completed work.
• Follow all standard operating procedures (SOP) through the effective use of knowledge management.
• Manage a case count between 15–25 tickets and concurrent support conversations.
• Acquire and maintain current knowledge of relevant support policies to provide technically accurate solutions to users.
• Assist with activities to triage and expedite 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, and we value your passion to discover, invent, simplify and build. We welcome applications from all members of society irrespective of age, sex, disability, sexual orientation, race, religion or belief. Amazon is strongly committed to diversity within its community and especially welcomes applications from South African citizens who are members of designated groups who may contribute to Employment Equity within the workplace and the further diversification of ideas. In this regard, the relevant laws and principles associated with Employment Equity will be considered when appointing potential candidates. We are required by law to verify your ability to work lawfully in South Africa. Amazon requires that you submit a copy of either your identity document or your passport and any applicable work permit if you are a foreign national, along with an updated curriculum vitae.

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.

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