IT Support Service Desk Assoc, WorldWide Grocery Stores Service Desk

Amazon•Austin, TX

18d•$44,000 - $91,800

About The Position

Join us on our mission to once again revolutionize the way the world shops. We are the Amazon Worldwide Grocery Store Technology Support Team, responsible for core retail technologies in state of the art physical grocery stores. As an IT Support Assoc II, you will follow documented knowledge base articles and use your technical expertise and problem-solving abilities to perform repair and preventative maintenance of retail and sales floor technology devices post-installation, including Point-of-Sale, Department Scale, Handheld compute, and mobile retail solution technologies and related systems in Whole Foods Market, Amazon Fresh, and Amazon Go Stores. You will utilize voice and agent chat for live one-on-one support as well as web portal for lower severity technology issue management. You will troubleshoot software and hardware failures and identify network problems when they relate to the above named technologies. A day in the life In this role, you will rely on established guidelines and instruction to perform daily job functions. This includes gaining familiarity with and assisting Whole Foods Market, Amazon Fresh, and/or Amazon Go Store Associates and third-party vendors in resolving hardware and software issues by fielding telephone calls, web chats, and email communication, diagnosing problems, performing troubleshooting activities, and dispatching vendors for hardware service. You will monitor the incident management system to ensure timely acknowledgement and resolution of support requests, while working within established SLA parameters. You also may perform on-call duties as required. About the team On the WorldWide Grocery Stores Service Desk Team, our mission is to provide exceptional, consistent, and timely technical support and solutions that enable seamless operations across all Amazon physical store locations. Through dedication, expertise, and innovation, we strive to be the trusted technical backbone that keeps Amazon's physical stores running smoothly and efficiently.

Requirements

1+ years of corporate setting Windows, Mac or Linux Operating systems support experience
Experience troubleshooting integrated and interdependent computer systems
Experience maintaining zebra thermal printers, troubleshooting thin clients, PCs, scanners, and portable handheld terminals
Experience with network troubleshooting and support
Experience in a dynamic environment with a high degree of customer service
CompTIA A+, CompTIA Network+, Cisco/CCNA, Linux (Redhat), Microsoft hardware (installation), AWS, or other industry relevant certifications

Responsibilities

Troubleshoot IT equipment used in Whole Foods Market, Amazon Fresh, and/or Amazon Go Stores
Troubleshoot hardware, software, and connectivity issues
Assist vendors in the field with triage and updates of Retail and Sales Floor technologies
Handle support requests and procedures across the network
Assist in training new hires
Support customers spanning the United States, Canada, and the United Kingdom
Continuous learning of new technologies

Benefits

Our compensation reflects the cost of labor across several US geographic markets.
The base pay for this position ranges from $44,000/year in our lowest geographic market up to $91,800/year in our highest geographic market.
Pay is based on a number of factors including market location and may vary depending on job-related knowledge, skills, and experience.
Amazon is a total compensation company.
Dependent on the position offered, equity, sign-on payments, and other forms of compensation may be provided as part of a total compensation package, in addition to a full range of medical, financial, and/or other benefits.
For more information, please visit https://www.aboutamazon.com/workplace/employee-benefits .

Stand Out From the Crowd

Upload your resume and get instant feedback on how well it matches this job.

Upload and Match Resume