IT Support Eng I (OIS), IT Services

Amazon•New York, NY

37d

About The Position

Are you passionate about helping people solve IT problems? Love being a part of an exciting and innovative environment? Join Amazon IT Services! We’re looking for people who strive to “Work Hard. Have Fun. Make History.” Amazon is seeking bright, adaptable, and hardworking applicants to join our IT Services organization as an IT Support Engineer. IT Support Engineers work with Amazonians to provide and support the IT equipment and services that are used every day. We treat Amazon employees as our customers and provide timely, accurate, and professional assistance. Amazon's IT Services Support is the first point of contact for technical service requests for Amazon Corporate and its subsidiary employees worldwide. The successful IT Support Engineer 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 have demonstrated ability to maintain high levels of productivity while maintaining quality support. If you are not sure that every qualification on the list above describes you exactly, we’d still love to hear from you! At Amazon, we value people with unique backgrounds, experiences, and skill-sets. If you’re passionate about this role and want to make an impact on a global scale, please apply!

Requirements

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
1+ years of Windows Server technologies: AD, DFS, Print Services, SCCM experience
2+ years of corporate setting Windows, Mac or Linux Operating systems support experience
High school or equivalent diploma
2+ years of networking (such as DNS, DHCP, SSL, OSI Model, and TCP/IP) experience
2+ years of relevant technical position, or 3+ years of system administration experience

Nice To Haves

2+ years of computer networking experience

Responsibilities

On-site troubleshooting of AV systems, particularly complex integrated systems such as large conference rooms, training rooms, executive rooms and bespoke or legacy systems.
Working with on-premise IT technicians, contractors and integrators through troubleshooting and repair procedures
Communicating with manufacturers and vendors to arrange repair or RMA of faulty equipment and managing local inventory
Working closely with partner teams including hardware deployment, Escalation and MeetEx to drive continuous improvement of the customer experience
Maintaining communication with customers and stakeholders, informing them of incident progress via thorough ticket documentation and the use of Standard Operating Procedures (SOPs)
Collaborating on technical documentation and SOPs, incorporating field learnings and customer feedback
Acquire and maintain current knowledge of relevant IT policies in order to provide technically accurate solutions to users.
Provide comprehensive technical support to Amazon Corporate employees
Provide end user, Windows/Mac/Linux OS deployment and support
Perform hardware procurement and asset management
Troubleshoot/support LAN/WAN and on-site servers via tickets, alerts and change management
Ticket queue management
Handle to completion requests and technical project work
Provide on call-support for Sev1 and Sev2 incidents
Handle escalations from Level 1 support
Travel in United States and Canada may be required
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 escalate 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