Amazon's IT Support is the first point of contact for technical support service
requests. Our IT Support Associate II spends their day fielding incoming chats,
calls, and online requests from Amazon Corporate and its subsidiary employees
worldwide. The successful IT Support Associate II 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 demonstrate the ability to
maintain high levels of productivity while maintaining quality support.
Responsibilities include:
- Leverage your 1+ YOE in help-desk or desk-side environment to solve issues
forAmazon Corporate employees located in-office and remote.
- Troubleshoot and resolve customer support requests across Windows, macOS, and
Ubuntu/Linux environments.
- Research, resolve, and respond to inquiries received via web chat, telephone
calls, email, ticketing system, all in a timely manner, in accordance with
organizational standards.
- Diagnose and troubleshoot end user computing problems including examining the
problem, identifying the appropriate resources, testing proposed fixes and
follow-up to ensure the problem has been resolved.
- Resolve customer support requests in real-time and assist in facilitating any
hand-offs to partner teams for escalations or hardware replacements. -
- Ensures that customer accepts and is satisfied with work completed.
- Create and submit detailed call logs documenting customer interactions that
are accurate, thorough, and timely.
- Follow standard operating procedures (SOP) to improve the teams' knowledge
management and create revision requests or propose new SOPs to identified gaps
in existing content.
- Acquire and maintain current knowledge of relevant policies in order to
provide technically accurate solutions to users.
- Assist with activities to triage and escalate any system or network outage to
reduce downtime.
- Assist with remote assistance in Teleconferencing systems and AV presentation
equipment.
- Leverage your Associate in Computer Science, related field or IT experience.
- Showcase your ability to work both on your own and within a team environment.
- Display a commitment to quality and strong multi-tasking skills and the desire
and curiosity to learn more.
- Use your strong verbal skills, and proven ability to communicate with
technical and non-technical employees.
- Adherence to shift schedules and timeliness are key requirements.
- Willingness to work flexible shifts and scheduling, weekends, and holidays.
- Must be willing and able to occasionally come to Amazon corporate sites with
24 hours notice.
