IT Support Eng I (ONS)
Role details
Job location
Tech stack
Job description
At Amazon, we strive to be Earth's most customer-centric company where people can find and discover anything they want to buy online. We hire the world's brightest minds, and offer them an environment where they can relentlessly innovate for our customers. As a member of our IT Services Organization, you will have an opportunity to make a valuable contribution to that goal supporting internal employees.
Key job responsibilities This is a technical support position where the successful individual will be required to provide support to all levels of customer issue. The ability to build productive relationships with colleagues at remote sites around the world will make you successful in this role as will patience and a sense of humour.
This position requires hands-on experience across a wide IT scope. From PC hardware, IT infrastructure (hardware and software), software application and development and O/S support experience (including installation, configuration and troubleshooting). In short have hands-on experience supporting all levels of IT infrastructure whether on Windows, Linux/Unix and Macintosh platforms and including wired and wireless networking. The ability to support customers via remote channels such as voice and chat will also be a requirement.
Responsibilities - Provide comprehensive technical support to Amazon employees worldwide
Research, respond and resolve to inquiries via ticketing system, live chat, Phone, email all in a timely manner, in accordance with organisational standards Diagnose and troubleshoot end user computing problems including analysing the problem, identification of appropriate resources, testing of proposed fixes and follow-up to ensure the problem has been resolved Create and submit detailed ticket logs documenting customer interactions that are accurate, thorough and timely Manage a fluctuating case count of trouble ticket Acquire and maintain knowledge of relevant policies in order to provide technically accurate solutions to users Provide on call support for Sev 1 and Sev 2 incidents whether for a site or across multiple sites / region Follow, update and create standard operating procedures (SOP) to improve the teams' knowledge management Assist with coaching and developing talent at the role level Ability to liaise with vendors for all steps of the procurement process Must be willing to work in a fast paced and growing European and global environment where some travel maybe required.
-This role is not remote and requires on-site presence from Monday to Friday.
Requirements
English skills.
- Excellent customer facing skills.
- Strong analytical skills with demonstrated problem solving ability.
- Previous experience in which high levels of initiative, judgment, and tact have been demonstrated.
- In addition, you will need a proven ability to operate in extreme high pressure situations, successfully handle multiple competing priorities and possess a high level of discipline while displaying a high degree of flexibility and professionalism.
- Must be willing to work in a fast paced and growing European and global environment where some travel maybe required.
- Ability to develop clear, concise documentation.
- Experience in procurement, inventory and asset management of IT equipment as well as managing the IT life cycle.
- Superior technical aptitude, written and oral communications skills and experience and the ability to deal effectively with people at different levels and in different situations.
- Hardware knowledge / experience - support and repair., An advanced understanding of technical issues, both hardware and software, for infrastructure (servers, networking, telephony) and end user equipment.
- Holds an understanding of core internet technologies - DHCP, DNS, TCP/IP, mail transport/s.
- Active Directory and Windows Server administration. Windows 10 system support.
- Linux/Unix system support and ability to write simple scripts in some administrative language.
- Apple Mac OSX support.
- Support of office/productivity software including Microsoft Office
- Mobile device support such as iPhone and/or Android
- Video conferencing setup and troubleshooting.
- VPN client support.
- A broad understanding of networking technologies both wired and wireless. Port level troubleshooting of Cisco switches and data cabling knowledge.
- A good understanding of VoIP technologies
- Ability to understand and execute change management activities
- Ability to liaise with vendors for all steps of the procurement process
