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

Amazon; South Africa; Hybrid; ZAR 30 000 - 60 000; Full time

Job summary

Join a forward-thinking company as an IT Services Support Specialist, where you will be the first point of contact for technical support requests. In this dynamic remote role, you will provide comprehensive support to corporate employees, troubleshoot various operating systems, and ensure customer satisfaction. This position offers an exciting opportunity to work in a collaborative environment, helping to innovate and improve IT service delivery. If you are motivated, adaptable, and eager to contribute to team success, this is the perfect chance to advance your career in a globally recognized organization.

Qualifications

• Experience supporting Windows, Mac, and Linux in a corporate environment.
• Experience troubleshooting integrated computer systems and network issues.

Responsibilities

• Provide comprehensive technical support to Amazon Corporate employees globally.
• Diagnose and troubleshoot end-user computing issues promptly.

Skills

Windows Support

Mac Support

Linux Support

Network Troubleshooting

Customer Service

Education

Relevant IT Certifications

Tools

Ticketing System

Knowledge Management Tools

Job description

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

Industry: Internet / E-Commerce
IT / Software Development
Retail / Merchandising

Country: South Africa

State/Province: Any

City: Virtual

Post Date: 05/08/2025 10:13 AM

DESCRIPTION

Amazon's IT Services Support is the first point of contact for technical support service requests. Our IT Support Technician handles incoming support chats, calls, and online requests for Amazon employees worldwide.

The role requires working on a rotational schedule and being customer-focused, motivated by team success, innovative, energetic, and adaptable to new processes. This is a remote position, with attendance required at meetings in the Cape Town office as per business needs.

Key job responsibilities

1. Provide comprehensive technical support to Amazon Corporate employees globally.
2. Research, resolve, and respond to inquiries via web chat, phone, email, and ticketing system promptly and according to team standards.
3. Diagnose and troubleshoot end-user computing issues, including analysis, resource identification, testing fixes, and follow-up.
4. Create and submit detailed call logs documenting customer interactions accurately and timely.
5. Inform customers of repairs needed and answer basic questions, ensuring customer satisfaction.
6. Follow standard operating procedures using knowledge management tools.
7. Manage a caseload of 15-25 tickets and support concurrent conversations.
8. Maintain current knowledge of support policies to provide accurate solutions.
9. Assist in triaging and escalating system or network outages to minimize downtime.

BASIC QUALIFICATIONS

• Experience supporting Windows, Mac, and/or Linux operating systems in a corporate environment.
• Experience troubleshooting integrated computer systems.
• Experience with network troubleshooting and support.
• Experience maintaining zebra thermal printers, troubleshooting thin clients, PCs, scanners, and handheld terminals.

PREFERRED QUALIFICATIONS

• Relevant certifications such as CompTIA A+, Network+, Cisco/CCNA, Linux (Redhat), Microsoft hardware, AWS.
• Experience in a dynamic, customer service-oriented environment.

Amazon values diversity and is an equal opportunity employer. We encourage applications from all backgrounds, including South African citizens and members of designated groups. Applicants must submit identification and, if applicable, work permits, along with their CV. For workplace accommodations during the hiring process, visit https://amazon.jobs/content/en/how-we-hire/accommodations.