IT Support Engineer

Amazon • Newark, NJ

1d • $28 - $45

About The Position

Audible is looking for a dynamic and motivated IT Support Engineer to join our
IT Support team. If you are customer-focused with creative problem-solving
skills and have experience with macOS and Windows enterprise environments, this
role may be for you. As a member of our team you will have the opportunity to
develop your career while supporting Audible’s unique corporate infrastructure,
service platforms and employees. This is a fantastic opportunity to leverage
your crisp communication skills, technical, analytical and problem-solving
competencies and most importantly, customer obsession as the next step in your
career.

Audible’s Technical Operations organization powers the infrastructure, systems,
tools and services to keep Audible running fast, secure, and resilient. As part
of Audible’s Technology organization, this group comprises of Network
Engineering, Systems Engineering, Corporate Systems, IT Support, and Audio
Visual support teams. Collectively, the Technical Operations team is responsible
for enabling operational excellence for employees while delivering secure,
scalable, and foundational services for our customers through infrastructure and
information technology.

Audible’s IT Support team is the first place for Audible employees to go with
technical questions and problems with Audible’s desktops, laptops, mobile
devices, network services and software. The IT Support Team works with Amazon
and Audible service managers and other staff to maintain internal solutions and
respond to employees’ technical issues. Additionally, we manage all the
on-premise infrastructure including servers, storage solutions, telephony and
printers.

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
• 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
• High school or equivalent diploma
• 3+ years of related industry experience in an customer focused enterprise environment

Nice To Haves

• 4+ years of corporate setting Windows, Mac or Linux Operating systems support experience
• Experience working in an Agile environment
• Experience in oral and written communication in English
• Bachelor's degree in IT-related field plus 3+ years of progressively responsible experience
• Industry relevant certifications such as: CompTIA A+, CompTIA Network+, Cisco/CCNA, Linux (Redhat), Microsoft hardware (installation), AWS
• 4+ years of computer networking experience
• 4+ years of troubleshooting in a multi-user high availability environment experience
• Ability to explain complex IT concepts in simple terms
• Consistently adhering to established SLAs for tickets, and meeting deadlines for project based work
• Proven ability to work successfully with limited supervision
• Willingness to travel on occasion to remote offices domestically and internationally

Responsibilities

• Provide ticket-based, walk-up, and remote support for Audible’s growing multi-site user base and environments
• Direct internal and external service provider engagements, as needed, in the processing of support requests for effective and timely resolution of issues
• Manage various routine processes such as new hire onboards, computer life cycle management, asset management, computer imaging, hardware warranty support and hardware recycling
• Participate in the development, implementation and administration of processes and procedures to ensure the reliability, recoverability, and optimum performance of user hardware and local services
• Work in tandem with the rest of the IT Operations team to uphold system SLAs with a rotating On-call schedule for production support issues
• Research, procure, vet and deploy new hardware and software solutions

Benefits

• health insurance (medical, dental, vision, prescription, Basic Life & AD&D insurance and option for Supplemental life plans, EAP, Mental Health Support, Medical Advice Line, Flexible Spending Accounts, Adoption and Surrogacy Reimbursement coverage)
• 401(k) matching
• paid time off
• parental leave

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED