ITS Support Engineer I, IT Services

Job ID: Amazon UK Services Ltd.

Are you passionate about solving technical challenges and helping people? Do you thrive in a dynamic, high-impact environment? Join Amazon's IT Services team as an ITS Support Engineer and be part of the engine that powers Amazon's seamless operations. We're seeking customer-focused, innovative problem-solvers who excel in a fast-paced, collaborative environment. As a part of our IT Services team, you'll have the opportunity to make a direct impact on Amazon's corporate global workforce, making sure their laptops, servers, and websites work seamlessly so they can build the technology that businesses worldwide rely on.

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

1. 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.
2. Provide on-call support for high severity incidents and act as an escalation point of contact for team.
3. Assist with activities to triage and escalate system or network outages to reduce downtime.
4. Understand and execute change management activities in a high availability environment.
5. Participate with partner teams and vendors on continuous improvement projects, defining requirements and managing execution to deliver operational excellence and value.
6. Effectively manage and oversee IT asset inventories.
7. Participate in hiring efforts, training and developing peers and new team members as a mentor, seeking and leveraging diverse perspectives in all activities.
8. Continuously expand skills, learning the latest technologies and maintaining knowledge of IT policies to provide technically accurate solutions.

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.

BASIC QUALIFICATIONS

1. High school or equivalent diploma.
2. Experience working in customer facing roles (internal or external).
3. Technical experience in a corporate environment supporting Windows, Mac and/or Linux.
4. Experience with client, server, and network services DNS, DHCP, OSI Model and TCP/IP.
5. Experience troubleshooting in a multi-user high availability environment.
6. Experience with PC repair, troubleshooting, deployment and liquidation.
7. Occasional travel required based on needs of the business.

PREFERRED QUALIFICATIONS

1. Bachelor's degree in Computer Science or IT related field.
2. CompTIA A+, CompTIA Network+, Cisco/CCNA, Linux (Redhat), Microsoft hardware (installation), AWS, or other industry relevant certifications.
3. Experience in Active Directory and Windows Server backup solutions.
4. Experience with audiovisual, video conferencing or event support.
5. Ability to write simple scripts in an administrative language.
6. Strong analytical skills with demonstrated problem-solving abilities.
7. Proven ability to develop clear, concise change management and standard operating procedure (SOP) documentation.

If you're ready to join a team of passionate problem-solvers and make a real impact, apply now to become an ITS Support Engineer at Amazon!