ITS Support Assoc II (GSD1), IT Services (Global Service Desk)

Amazon; Indiana (PA); On-site; USD 55,000 - 70,000; Full time

Job summary

A major technology company in Indiana is seeking an ITS Support Associate II to provide technical support for corporate employees worldwide. The role involves troubleshooting various computer systems, managing multiple support requests simultaneously, and delivering exceptional customer service. Applicants should have a degree or equivalent experience, and ideally hold certifications like CompTIA A+ or Cisco/CCNA. This is a full-time position requiring flexibility for shifts, including weekends and holidays.

Qualifications

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

Responsibilities

• Provide comprehensive technical support to Amazon Corporate employees worldwide.
• Diagnose and troubleshoot end user computing problems.
• Manage a case count between 15-25 phone/chat/tickets.

Skills

Windows support

Mac support

Linux support

Network troubleshooting

Customer service

Education

Bachelor’s degree or equivalent

Tools

CompTIA A+

CompTIA Network+

Cisco/CCNA

AWS

Job description

ITS Support Assoc II (GSD1), IT Services (Global Service Desk)

Amazon’s IT Services support is the first point of contact for technical support requests. The IT Support Technician spends the day fielding incoming support chats, calls and tickets 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.

• 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 troubleshoot 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 contact 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 15-25 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 elevate any system or network outage to reduce downtime.
• Adherence to shift schedules and timeliness are key requirements.
• Willingness to work flexible shifts (24/7) model, weekends and holidays.

About the Team

The Global Service Desk serves as your first point of contact for all technical support needs. Our mission is to deliver timely, effective solutions while ensuring a consistent support experience to Amazonians globally.

Basic Qualifications

• 1+ years of corporate setting Windows, Mac or Linux operating systems support experience.
• Experience troubleshooting integrated and interdependent computer systems.
• Experience with network troubleshooting and support.
• Bachelor’s degree or equivalent.

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.

Company – Amazon Dev Center India – Hyderabad – A85

Job ID: A3142996

Seniority level: Mid-Senior level

Employment type: Full-time

Job function: Information Technology, Consulting, and Engineering

Industries: Software Development