IT Support Engineer I, IT Services

Amazon • Boston, MA

395d

About The Position

The IT Support Engineer I position at Amazon IT Services involves providing technical support to Amazon Corporate employees and ensuring the smooth operation of IT equipment and services. The role requires a customer-focused approach, adaptability to new processes, and the ability to manage a high volume of technical requests efficiently. The position is onsite in corporate offices, with a standard work schedule from Monday to Friday, 8 am to 5 pm.

Requirements

• 1+ years of Windows Server technologies: AD, DFS, Print Services, SCCM experience
• 2+ years of troubleshooting in a multi-user high availability environment experience
• 2+ years of PC repair, troubleshooting, deployment and liquidation experience
• 1+ years of IT client, server, and network service delivery experience
• 2+ years of networking (such as DNS, DHCP, SSL, OSI Model, and TCP/IP) experience
• 2+ years of corporate setting Windows, Mac or Linux Operating systems support experience
• 2+ years of supporting and maintaining a corporate network environment experience
• 1+ years of working with Windows server technologies experience
• High school or equivalent diploma

Nice To Haves

• 4+ years of network troubleshooting and support experience
• 4+ years of corporate setting Windows, Mac or Linux Operating systems support experience
• 4+ years of troubleshooting in a multi-user high availability environment experience
• AV/VC experience

Responsibilities

• Provide comprehensive technical support to Amazon Corporate employees.
• Travel between buildings in the local area as required.
• Occasional travel to other US cities as required.
• Look for innovative process improvements and participate on teams to implement change.
• Acquire and maintain current knowledge of relevant IT policies to provide technically accurate solutions to users.
• Provide escalation support for customers requiring complex advanced troubleshooting, beyond the scope of front-line support.
• Create and update standard operating procedures (SOPs) to improve the team's knowledge through knowledge management.
• Manage the ticket queue to provide support with a fluctuating case count of trouble tickets, ensuring the customer is always updated on next steps through resolution.
• Manage ticket quality by executing ticket auditing across North America.
• Assist with technical projects across In-Person Support, assuring deadlines are met and projects are completed on time.
• Escalate any identified system or network outage impacting several customers to the correct service owners to mitigate downtime and impact.
• Follow, update, and create standard operating procedures (SOP) to improve the team's knowledge management.
• Interview candidates applying for new roles in OPC.
• Identify and provide training for front-line support to assist in career development.
• Provide in-person support to internal customers for a variety of IT-related software and hardware issues.

What This Job Offers

• Job Type: Full-time
• Industry: Sporting Goods, Hobby, Musical Instrument, Book, and Miscellaneous Retailers
• Education Level: High school or GED