ITS Support Associate II, IT Services

As an ITS Support Associate, you'll be the go-to expert for Amazon's global corporate employees, providing essential and exceptional on-site technical support to ensure their productivity remains uninterrupted. Amazon's ITS Support Associates are committed, dependable, and customer-focused on the IT experience, ensuring our employees have the tools and resources they need to stay productive and efficient.

ITS Support Associates have a solid understanding of IT standards, systems, and equipment deployed throughout Amazon. They adapt to new processes and procedures quickly, communicating and guiding both peers and non-technical Amazonians on solutions that maintain productivity.

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 understanding their unique IT needs and providing personalized support. You'll be a trusted advisor and a problem-solver, taking initiative to diagnose, troubleshoot, and resolve a wide variety of hardware and software issues by implementing successful solutions. You will guide and empower both technical and non-technical Amazonians through the ever-evolving digital landscape.

Key job responsibilities

1. Provide on-site, hands-on support for hardware, software, and IT peripherals, diagnosing, troubleshooting, and resolving issues successfully with efficiency, escalating as needed.
2. Determine appropriate procedures, accurately documenting actions or deviations to improve global service improvements.
3. Communicate and collaborate with customers, peers, and internal teams through various channels to troubleshoot, resolve issues, and implement solutions.
4. Prepare hardware and assist in managing IT asset inventories, tracking usage, and conducting audits.
5. Help train and onboard new team members and Amazonians.
6. Grow and learn the latest technologies to stay ahead of the curve, continuously expanding knowledge and skills.

BASIC QUALIFICATIONS

• 1+ years of corporate setting Windows, Mac, or Linux Operating systems support experience.
• Experience troubleshooting integrated and interdependent computer systems.
• High school or equivalent.
• Bachelor's Degree from an accredited university or equivalent.
• Excellent customer-facing skills.
• 1+ years of experience troubleshooting skills in a multi-user high availability environment.
• 1+ years of experience with PC hardware troubleshooting, repair, deployment, and liquidation.
• 1+ years of computer networking experience.
• Ability to identify and proactively resolve or escalate issues.
• Willingness to learn and apply new procedures and technology.
• Proficient in English.

PREFERRED QUALIFICATIONS

• Bachelor's degree in Computer Science or IT related field.
• CompTIA A+, CompTIA Network+, Cisco/CCNA, Linux (Redhat), Microsoft hardware (installation), AWS, or other industry relevant certifications.
• Experience with client, server, and network services DNS, DHCP, OSI Model, and TCP/IP.
• Experience with audiovisual, video conferencing, or event support.
• Experience in Active Directory and Windows Server backup solutions.
• Understanding basic concepts of information security.

Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit this link for more information. If the country/region you're applying in isn't listed, please contact your Recruiting Partner.

Amazon is an Equal Opportunity Employer - Minority / Women / Disability / Veteran / Gender Identity / Sexual Orientation / Age.