IT Support Engineer II, Workplace and Back Office Technology Support-FIS, Field Infrastructure Support

Amazon.com, Inc.•Austin, TX

63d

About The Position

Are you ready to dive into the heart of supporting World Wide Grocery technology and play a crucial role in keeping systems, applications, and infrastructure running smoothly? We're seeking a talented and versatile Support Engineer to join our dynamic and fast moving team to support the infrastructure for World Wide Grocery and corporate Whole Foods team members. This role will provide ongoing systems analysis and support, including installation, customization, maintenance, and troubleshooting of hardware/software systems. You will provide support to address availability and reliability for issues on systems in our stores, offices and facilities. Operational responsibilities include remediation of daily incident tickets, system compliance responsibilities, system run enhancement testing and staging, policy/procedure enhancements and adherence, client contact coordination, and operational recommendations. You will also play a large role in disaster recovery procedures and direct recovery operations in the event of destruction of all or part of our infrastructure or other system components. This role works closely with multiple teams to manage the daily operations for support, while leveraging data and metrics to enhance operational effectiveness daily and help to identify trends in support gaps. You will also work closely with business partners on support escalations and provide feedback. We are a team of 8 support engineers who support Whole Foods corporate team members along with Whole Foods and Fresh team members across our stores, offices and facilities. We support all back office hardware, and infrastructure to include Windows and Mac computers, phones, application connectivity, back office infrastructure, point of sale connectivity and back office printers. We are a highly collaborative team that works closely together to solve problems for thousands of team members.

Requirements

4+ years of networking (such as DNS, DHCP, SSL, OSI Model, and TCP/IP) experience
4+ years of Windows Server technologies: AD, DFS, Print Services, SCCM experience
4+ years of technical support experience
4+ years of corporate setting Windows, Mac or Linux Operating systems support experience
Bachelor's degree in IT, computer science or equivalent
4+ years of supporting and maintaining a corporate network environment experience

Nice To Haves

4+ years of supporting a windows server environment experience
Experience supporting video conference and teleconference equipment
Experience driving IT projects to completion with little supervision
CompTIA A+, CompTIA Network+, Cisco/CCNA, Linux (Redhat), Microsoft hardware (installation), AWS, or other industry relevant certifications

Responsibilities

Address daily incident tickets and system compliance requirements
Performs trouble-shooting, basic deployment, and remote repair on various technology systems.
Identifies potential issues that could adversely impact user experience and takes corrective action.
Presents status reports and incident trends to leadership.
Be able to convey issues to technical and non-technical business partners
Works with team leadership to develop / enhance site technical support standards.
Collaborate with business partners on resolution of issues and technical knowledge sharing.
Provide Tier 2 support for our back office and sales floor technologies from infrastructure to devices used daily.
Works as a technical subject matter expert on projects and technology deployments
Participate in On Call rotation for 24x7 Support.