IT Support Specialist II - End-User & Desktop Support

Amazon is seeking an IT Support Associate II to deliver reliable, high-quality technical support for our fast-paced retail operations. In this role, you will provide Tier 2 support for laptops, desktops, mobile devices, and peripherals, troubleshoot hardware, software, and network issues, and manage tickets to meet strict SLAs. You’ll configure and deploy devices, support identity and access management, and document solutions in knowledge bases. Working in a customer-obsessed, data-driven culture, you’ll collaborate with global teams, identify automation opportunities, and help improve the end-user experience while growing your skills and career., * Provide Tier 2 technical support for end users across retail and corporate environments

• Troubleshoot and resolve issues with laptops, desktops, mobile devices, and peripherals
• Support Windows, mac
• OS, and Linux systems, including account and access management
• Maintain and monitor ticket queues, ensuring SLAs and response times are met
• Configure, deploy, and track IT hardware and software using asset management tools
• Support network connectivity, VPN, and basic AWS-related access issues
• Document incidents, solutions, and standard operating procedures in knowledge bases
• Collaborate with global support and operations teams to resolve complex problems
• Assist with on-site support for new site launches, upgrades, and hardware rollouts
• Identify opportunities to automate or improve support processes and user experience

• Technical support
• Windows administrationmac
• OS support
• Linux basics
• Active Directory and identity management
• Networking fundamentals (TCP/IP, DNS, DHCP, VPN)
• Ticketing systems (e.g., Service
• Now, Jira)
• Hardware deployment and imaging
• Scripting or automation (Power
• Shell, Python, or similar)
• Customer service and communication
• Incident and problem management
• IT asset management
• Documentation and knowledge base creation
• Remote support tools
• Basic AWS console navigation and support