IT Services Support Specialist , GSD

Amazon; United States; Remote; USD 45,000 - 65,000; Full time

Job summary

Amazon is seeking an IT Support Specialist to provide technical support to corporate employees worldwide. The ideal candidate will have a Bachelor's degree in Computer Science and at least 1 year of experience in a help-desk environment. Responsibilities include troubleshooting operating systems and managing support requests efficiently. Join a diverse team committed to delivering quality support and innovative solutions.

Qualifications

• 1+ years of experience in a corporate environment.
• Experience with troubleshooting integrated computer systems.
• Strong communication skills for technical and non-technical audiences.

Responsibilities

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

Skills

Troubleshooting

Communication

Multitasking

Education

Bachelor’s degree in Computer Science

Tools

Windows

Mac OS X

Linux

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 the ability to maintain high levels of productivity while maintaining quality support.

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, and ticketing system, all in a timely manner, in accordance with team standards.
3. Diagnose and troubleshoot end user computing problems, including analyzing the problem, identifying appropriate resources, testing proposed fixes, and following up to ensure resolution.
4. Create and submit detailed call logs documenting customer interactions that are accurate, thorough, and timely.
5. Inform customers of needed repairs and answer basic questions, ensuring customer understanding and satisfaction with the work completed.
6. Follow all standard operating procedures (SOP) through effective use of Knowledge Management.
7. Manage a case load of 15-25 tickets.
8. Maintain current knowledge of relevant support policies to provide technically accurate solutions.
9. Assist in activities to triage and escalate system or network outages to reduce downtime.

Qualifications

• 1+ years of experience supporting Windows, Mac, or Linux operating systems in a corporate environment.
• Experience troubleshooting integrated computer systems, maintaining zebra thermal printers, and troubleshooting thin clients, PCs, scanners, and portable terminals.
• Bachelor’s degree in Computer Science or related field, or equivalent experience.
• Experience in help-desk or desk-side support environment for at least 1 year.
• Knowledge of Microsoft Windows 10 and at least one of Mac OS X or Linux.
• Strong communication skills for technical and non-technical audiences.
• Ability to work independently and in a team.
• Commitment to quality, multitasking abilities, and adherence to schedules, including working flexible shifts, weekends, and holidays.

Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need workplace accommodations during the application, 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.