ITS Support Associate II, Global Service Desk (GSD)

Amazon; United States; Remote; USD 49,000 - 77,000; Full time

Job summary

Amazon is seeking an ITS Support Associate II for their Global Service Desk. This role involves troubleshooting desktop systems, providing excellent customer service, and maintaining productivity in a dynamic environment. The candidate will support various operating systems while demonstrating a commitment to quality and teamwork. With competitive salary options ranging from $49,000 to $76,800 per year, this opportunity offers professional growth in one of the world's leading technology companies.

Benefits

Full range of medical benefits

Equity and sign-on payments

Flexible scheduling

Qualifications

• 1+ years in a help-desk or desk-side environment.
• Experience supporting Windows, macOS, and Linux systems.
• Strong verbal skills and ability to support technical and non-technical users.

Responsibilities

• Field incoming chats, calls, and online requests from employees worldwide.
• Diagnose and troubleshoot end-user computing problems.
• Create and submit detailed call logs documenting interactions.

Skills

Customer Service

Troubleshooting

Communication

Multi-tasking

Flexibility

Education

High school or equivalent

Associate in Computer Science or related field

Tools

CompTIA A+

CompTIA Network+

Cisco/CCNA

AWS

Linux (Redhat)

Job description

ITS Support Associate II, Global Service Desk (GSD)

Amazon's IT Support is the first point of contact for technical support service requests. Our IT Support Associate II spends their day fielding incoming chats, calls, and online requests from Amazon Corporate and its subsidiary employees worldwide. The successful IT Support Associate II will be customer focused and motivated by team success. You will be innovative, energetic, 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 demonstrate the ability to maintain high levels of productivity while maintaining quality support.

Responsibilities include:
- Leverage your 1+ YOE in help-desk or desk-side environment to solve issues forAmazon Corporate employees located in-office and remote.
- Troubleshoot and resolve customer support requests across Windows, macOS, and Ubuntu/Linux environments.
- Research, resolve, and respond to inquiries received via web chat, telephone calls, email, ticketing system, all in a timely manner, in accordance with organizational standards.
- Diagnose and troubleshoot end user computing problems including examining the problem, identifying the appropriate resources, testing proposed fixes and follow-up to ensure the problem has been resolved.
- Resolve customer support requests in real-time and assist in facilitating any hand-offs to partner teams for escalations or hardware replacements. -
- Ensures that customer accepts and is satisfied with work completed.
- Create and submit detailed call logs documenting customer interactions that are accurate, thorough, and timely.
- Follow standard operating procedures (SOP) to improve the teams' knowledge management and create revision requests or propose new SOPs to identified gaps in existing content.
- Acquire and maintain current knowledge of relevant policies in order to provide technically accurate solutions to users.
- Assist with activities to triage and escalate any system or network outage to reduce downtime.
- Assist with remote assistance in Teleconferencing systems and AV presentation equipment.
- Leverage your Associate in Computer Science, related field or IT experience.
- Showcase your ability to work both on your own and within a team environment.
- Display a commitment to quality and strong multi-tasking skills and the desire and curiosity to learn more.
- Use your strong verbal skills, and proven ability to communicate with technical and non-technical employees.
- Adherence to shift schedules and timeliness are key requirements.
- Willingness to work flexible shifts and scheduling, weekends, and holidays.
- Must be willing and able to occasionally come to Amazon corporate sites with 24 hours notice.- 1+ years of corporate setting Windows, Mac or Linux Operating systems support experience
- High school or equivalent
- Experience troubleshooting integrated and interdependent computer systems- 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 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 for this position ranges from $49,000/year up to $76,800/year. Salary is based on a number of factors and may vary depending on job-related knowledge, skills, and experience. Amazon is a total compensation company. Dependent on the position offered, equity, sign-on payments, and other forms of compensation may be provided as part of a total compensation package, in addition to a full range of medical, financial, and/or other benefits. Applicants should apply via our internal or external career site.

About the company

Amazon.com, Inc. is an American multinational technology company based in Seattle, Washington, which focuses on e-commerce, cloud computing, digital streaming, and artificial intelligence. It is one of the Big Five companies in the U.S. information technology industry, along with Google, Apple, Microsoft, and Facebook. The company has been referred to as "one of the most influential economic and cultural forces in the world", as well as the world's most valuable brand.

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