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Support Associate, IT Services
As an IT Support Technician at Amazon, your primary role will be to provide comprehensive technical support to Amazon Corporate employees worldwide. You will be responsible for fielding incoming support chats, calls, and tickets, ensuring timely resolution of inquiries. Your key responsibilities will include: - Researching, resolving, and responding to inquiries via web chat, telephone calls, email, and ticketing system - Diagnosing and troubleshooting end user computing problems, identifying appropriate resources, testing proposed fixes, and following up to ensure problem resolution - Creating and submitting detailed contact logs documenting customer interactions accurately and timely - Informing customers of needed repairs and answering basic questions - Ensuring customer satisfaction with completed work by following all standard operating procedures (SOP) and utilizing knowledge management effectively - Managing a case count between 15-25 phone chat tickets and staying updated on relevant support policies - Assisting with activities to triage and escalate system or network outages to minimize downtime - Adhering to shift schedules and being willing to work flexible shifts, including weekends and holidays The Global Service Desk, where you will be working, serves as the first point of contact for all technical support needs of Amazonians globally. The team's mission is to deliver timely and effective solutions while ensuring a consistent support experience worldwide. Qualifications required for this role include: - 1 year of corporate setting Windows, Mac, or Linux Operating systems support experience - Experience troubleshooting integrated and interdependent computer systems - Experience with network troubleshooting and support Preferred qualifications include: - CompTIA A, CompTIA Network, Cisco CCNA, Linux Redhat, Microsoft hardware installation, AWS, or other industry-relevant certifications - Experience in a dynamic environment with a high degree of customer service Amazon values inclusivity and empowers its employees to deliver the best results for customers. If you require a workplace accommodation or adjustment during the application and hiring process, please visit the provided link for more information. As an IT Support Technician at Amazon, your primary role will be to provide comprehensive technical support to Amazon Corporate employees worldwide. You will be responsible for fielding incoming support chats, calls, and tickets, ensuring timely resolution of inquiries. Your key responsibilities will include: - Researching, resolving, and responding to inquiries via web chat, telephone calls, email, and ticketing system - Diagnosing and troubleshooting end user computing problems, identifying appropriate resources, testing proposed fixes, and following up to ensure problem resolution - Creating and submitting detailed contact logs documenting customer interactions accurately and timely - Informing customers of needed repairs and answering basic questions - Ensuring customer satisfaction with completed work by following all standard operating procedures (SOP) and utilizing knowledge management effectively - Managing a case count between 15-25 phone chat tickets and staying updated on relevant support policies - Assisting with activities to triage and escalate system or network outages to minimize downtime - Adhering to shift schedules and being willing to work flexible shifts, including weekends and holidays The Global Service Desk, where you will be working, serves as the first point of contact for all technical support needs of Amazonians globally. The team's mission is to deliver timely and effective solutions while ensuring a consistent support experience worldwide. Qualifications required for this role include: - 1 year of corporate setting Windows, Mac, or Linux Operating systems support experience - Experience troubleshooting integrated and interdependent computer systems - Experience with network troubleshooting and support Preferred qualifications include: - CompTIA A, CompTIA Network, Cisco CCNA, Linux Redhat, Microsoft hardware installation, AWS, or other industry-relevant certifications - Experience in a dynamic environment with a high degree of customer service Amazon values inclusivity and empowers its employees to deliver the best results for customers. If you require a workplace accommodation or adjustment during the application and hiring process, please visit the provided link for more information.
