IT Support Engineer, IT Services

As an ITS Support Engineer, you'll be the go-to knowledge expert for Amazon's corporate employees', providing seamless end-to-end services and frictionless on-site technical support ensuring productivity remains secure and uninterrupted. Amazon's ITS Support Engineers are dedicated, dependable and customer focused, owning the overall IT experience. They guarantee our employees have the tools and resources they need to be successful, innovative and efficient.

ITS Support Engineers have an advanced understanding of IT standards, systems and equipment deployed throughout Amazon. They can work independently or collaborate with partner teams and contractors managing projects while maintaining a high level of productivity to meet goals. Quickly adapting to new processes and procedures, they act as a mentor and main partner for escalations within the team.

Your day will be filled with exciting challenges and opportunities to showcase your technical expertise. You'll engage with Amazonians across various teams, owning and recognizing their unique IT needs and provide personalized high-quality support. You'll be a trusted advisor, a problem-solver, taking initiative to diagnose, troubleshoot and resolve a wide variety of specialized hardware and software issues implementing successful solutions. Our Engineers guide and empower technical and non-technical Amazonians through the ever-evolving digital landscape implementing solutions that fit their needs.

Key job responsibilities Deliver on-site, high quality, hands-on support diagnosing, troubleshooting and resolving issues successfully, evaluating log files to determine the health of systems, software and hardware

Provide on-call support for high severity incidents and act as an escalation point of contact for team

Assist with activities to triage and escalate system or network outages to reduce downtime

Understand and execute change management activities in a high availability environment

Participate with partner teams and vendors on continuous improvement projects, defining requirements and managing execution to deliver operational excellence and value

Effectively manage and oversee IT asset inventories

Participate in hiring efforts, training and developing peers and new team members as a mentor, seeking and leveraging diverse perspectives in all activities

Continuously expand skills, learning the latest technologies and maintaining knowledge of IT policies to provide technically accurate solutions

Experience troubleshooting and debugging technical systems

• • Experience in troubleshooting installation, fault finding, and repairs
• • Experience in technical support, or experience in networking administration and troubleshooting and experience deploying, managing, and optimizing Microsoft Windows Server
• • Experience in Network protocols like DNS/DHCP/TCP, or experience in managing and troublshooting network and experience in web security
• • Experience with Windows and Linux operating systems
• • Experience working in a large-scale networking environment
• • High school or equivalent diploma

Preferred Qualifications

• • 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
• • 1+ years of IT client, server, and network service delivery 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

Amazon offers a full range of benefits that support you and eligible family members, including domestic partners and their children. Benefits can vary by location, the number of regularly scheduled hours you work, length of employment, and job status such as seasonal or temporary employment. About the team Our IT Services team is a dynamic and diverse group of passionate problem-solvers who thrive on challenges and continuously push the boundaries of innovation. We foster an inclusive and collaborative environment where every voice is heard, and every idea is valued. Join us and be part of a team that truly makes a difference in the lives of Amazonians worldwide. Inclusive Team Culture: Here at Amazon, it's in our nature to learn and be curious. Our employee-led affinity groups foster a culture of inclusion that empower us to be proud of our differences. Ongoing events and learning experiences, including our Conversations on Race and Ethnicity (CORE) and AmazeCon conferences, inspire us to never stop embracing our uniqueness. Mentorship and Career Growth: We're continuously raising our performance bar as we strive to become Earth's Best Employer. We embrace curiosity and continuous learning, empowering you to grow both personally and professionally through mentorship, knowledge-sharing, and career-advancing resources, helping you develop into a better-rounded professional., Amazon is an equal opportunities employer. We believe passionately that employing a diverse workforce is central to our success. We make recruiting decisions based on your experience and skills. We value your passion to discover, invent, simplify and build. Protecting your privacy and the security of your data is a longstanding top priority for Amazon. Please consult our Privacy Notice (https://www.amazon.jobs/en/privacy_page) to know more about how we collect, use and transfer the personal data of our candidates.