IT Support Engineer I, IT Support

Amazon; Bellevue (WA); On-site; USD 41,000 - 58,000; Full time

Job summary

Amazon ITS team seeks an experienced ITS Support Engineer to serve as the go-to knowledge expert for corporate employees, delivering seamless end-to-end on-site IT support that keeps productivity secure and uninterrupted. You will own the IT experience and mentor colleagues while collaborating with partner teams on projects to ensure efficient operations.

You will diagnose, troubleshoot and resolve a wide range of hardware and software issues, expanding your skills with evolving technologies and

Qualifications

• 2+ years of corporate IT support across Windows, Mac or Linux operating systems.
• 2+ years of networking experience (DNS, DHCP, SSL, OSI model, TCP/IP).
• 2+ years of troubleshooting in a multi-user high availability environment.
• 2+ years of PC repair, troubleshooting, deployment and liquidation.
• Flexible schedule including weekends, nights, and/or holidays.
• Fluent in English (reading, writing, speaking).
• Bachelor's degree or equivalent.

Responsibilities

• Deliver on-site, high-quality hands-on support diagnosing and resolving issues, evaluating logs to determine system health.
• Provide on-call support for high severity incidents and act as escalation point.
• Triage and elevate outages to reduce downtime.
• Understand and execute change management in a high availability environment.
• Collaborate with partner teams/vendors on improvement projects and manage execution.
• Oversee IT asset inventories.
• Mentor peers and new team members.
• Continuously expand skills and stay updated on IT policies.

Skills

Cross-OS support

Networking basics

PC repair & deployment

On-site support

Change management familiarity

English fluency

Education

High school diploma or equivalent

Bachelor's degree or equivalent

Job description

Description

As an ITS Support Engineer, you'll be the go-to knowledge expert for Amazon's corporate employees’, providing seamless end-to-end services and frictionless on-site technical support ensuring productivity remains secure and uninterrupted. Amazon’s ITS Support Engineers are dedicated, dependable and customer focused, owning the overall IT experience. They guarantee our employees have the tools and resources they need to be successful, innovative and efficient.

ITS Support Engineers have an advanced understanding of IT standards, systems and equipment deployed throughout Amazon. They can work independently or collaborate with partner teams and contractors managing projects while maintaining a high level of productivity to meet goals. Quickly adapting to new processes and procedures, they act as a mentor and main partner for escalations within the team.

Your day will be filled with exciting challenges and opportunities to showcase your technical expertise. You’ll engage with Amazonians across various teams, owning and recognizing their unique IT needs and provide personalized high-quality support. You'll be a trusted advisor, a problem-solver, taking initiative to diagnose, troubleshoot and resolve a wide variety of specialized hardware and software issues implementing successful solutions. Our Engineers guide and empower technical and non-technical Amazonians through the ever-evolving digital landscape implementing solutions that fit their needs.

Key job responsibilities

• Deliver on-site, high quality, hands-on support diagnosing, troubleshooting and resolving issues successfully, evaluating log files to determine the health of systems, software and hardware
• Provide on-call support for high severity incidents and act as an escalation point of contact for team
• Assist with activities to triage and elevate system or network outages to reduce downtime
• Understand and execute change management activities in a high availability environment
• Participate with partner teams and vendors on continuous improvement projects, defining requirements and managing execution to deliver operational excellence and value
• Effectively manage and oversee IT asset inventories
• Participate in hiring efforts, training and developing peers and new team members as a mentor, seeking and leveraging diverse perspectives in all activities
• Continuously expand skills, learning the latest technologies and maintaining knowledge of IT policies to provide technically accurate solutions

Amazon offers a full range of benefits that support you and eligible family members, including domestic partners and their children. Benefits can vary by location, the number of regularly scheduled hours you work, length of employment, and job status such as seasonal or temporary employment.

About the team

Our IT Services team is a dynamic and diverse group of passionate problem-solvers who thrive on challenges and continuously push the boundaries of innovation. We foster an inclusive and collaborative environment where every voice is heard, and every idea is valued. Join us and be part of a team that truly makes a difference in the lives of Amazonians worldwide.

Inclusive Team Culture

Here at Amazon, it's in our nature to learn and be curious. Our employee-led affinity groups foster a culture of inclusion that empower us to be proud of our differences. Ongoing events and learning experiences inspire us to never stop embracing our uniqueness.

Mentorship and Career Growth

We're continuously raising our performance bar as we strive to become Earth's Best Employer. We embrace curiosity and continuous learning, empowering you to grow both personally and professionally through mentorship, knowledge-sharing, and career-advancing resources, helping you develop into a better-rounded professional.

Basic Qualifications

• High school diploma or equivalent
• Experience working in a customer-facing role
• 2+ years of corporate setting Windows, Mac or Linux Operating systems support experience
• 2+ years of networking (such as DNS, DHCP, SSL, OSI Model, and TCP/IP) experience
• 2+ years of troubleshooting in a multi-user high availability environment experience
• 2+ years of PC repair, troubleshooting, deployment and liquidation experience
• Work a flexible schedule/shift/work area, including weekends, nights, and/or holidays
• Speak, write, and read fluently in English, and have the ability to take direction in English
• Bachelor's degree or equivalent

Preferred Qualifications

• Bachelor's degree in Computer Science, Information Technology, or a related field
• CompTIA A+, CompTIA Network+, Cisco/CCNA, Linux (Redhat), Microsoft hardware (installation), AWS, or other industry relevant certifications
• Experience in technical support, or experience deploying, managing, and optimizing Microsoft Windows Server and experience with Active Directory
• Experience supporting video conference and teleconference equipment
• Experience that includes strong analytical skills, attention to detail, and effective communication abilities
• Ability to write simple scripts in an administrative language
• Proven ability to develop clear, concise change management and standard operating procedure (SOP) documentation

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

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.

The base salary range for this position is listed below. Your Amazon package will include sign-on payments and restricted stock units (RSUs). Final compensation will be determined based on factors including experience, qualifications, and location. Amazon also offers comprehensive benefits including health insurance (medical, dental, vision, prescription, Basic Life & AD&D insurance and option for Supplemental life plans, EAP, Mental Health Support, Medical Advice Line, Flexible Spending Accounts, Adoption and Surrogacy Reimbursement coverage), 401(k) matching, paid time off, and parental leave. Learn more about our benefits at https://amazon.jobs/en/benefits .

USA, WA, Bellevue - 30.24 - 41.68 USD hourly

USA, WA, Seattle - 30.24 - 41.68 USD hourly