Amazon’s IT Support is an essential service that helps employees across the company with technical issues. As an IT Support Associate II, you will be the first point of contact for technical support requests from Amazon’s Corporate and subsidiary employees around the world. This role offers you the chance to work in a fast-paced environment where customer service is key. You will troubleshoot and resolve technical issues, ensuring employees stay productive, whether they are in the office or working remotely. In this role, you’ll develop your technical skills while providing high-quality support and contributing to Amazon’s success.
As an IT Support Associate II, you will work with a variety of systems and applications, including Windows, macOS, and Linux (Ubuntu). You’ll need to be a quick learner, stay flexible, and demonstrate the ability to handle a high volume of service requests. If you enjoy problem-solving, working with technology, and providing top-tier customer service, this is the role for you.
Responsibilities:
As an IT Support Associate II at Amazon, you’ll be responsible for resolving technical issues for employees across various platforms and systems. Your daily tasks will include:
- Technical Support and Troubleshooting:
- Provide technical support to Amazon’s corporate employees, whether they are in-office or working remotely.
- Troubleshoot and resolve issues across Windows, macOS, and Ubuntu/Linux environments to ensure smooth operations.
- Respond to incoming customer support requests via various channels, including web chat, phone, email, and ticketing systems.
- Problem Diagnosis and Resolution:
- Diagnose end-user computing problems, identify solutions, test fixes, and ensure the issue is fully resolved.
- Provide real-time resolution to support requests and escalate issues to partner teams if needed, ensuring the customer is satisfied with the solution.
- Documentation and Reporting:
- Document all customer interactions accurately and thoroughly, providing detailed logs of calls, troubleshooting steps, and resolutions.
- Follow standard operating procedures (SOP) and contribute to knowledge management by identifying gaps and proposing improvements.
- Escalation and System Support:
- Assist with escalating issues related to system or network outages to minimize downtime and disruptions to operations.
- Support remote assistance for Teleconferencing systems and AV presentation equipment for seamless meetings and presentations.
- Continuous Learning and Team Collaboration:
- Demonstrate your ability to work independently and as part of a team, maintaining high productivity and quality support.
- Use your strong verbal and written communication skills to explain technical issues to both technical and non-technical employees.
- Flexibility and Availability:
- Be flexible with your work schedule, which may include weekend shifts, holidays, and occasional on-site visits to Amazon’s corporate offices with 24 hours’ notice.
Qualifications:
To be successful as an IT Support Associate II, candidates must meet the following qualifications:
- Basic Qualifications:
- At least 1+ year of experience in a corporate setting supporting Windows, Mac, or Linux operating systems.
- High school diploma or equivalent required.
- Experience in troubleshooting integrated computer systems and resolving hardware issues.
- Familiarity with maintaining and troubleshooting thermal printers, thin clients, PCs, scanners, and portable handheld terminals.
- Preferred Qualifications:
- Industry certifications such as CompTIA A+, CompTIA Network+, Cisco/CCNA, Linux (Redhat), Microsoft hardware, or other relevant IT certifications.
- Experience working in a fast-paced environment and providing excellent customer service.
Benefits:
Amazon offers a comprehensive benefits package designed to support you in both your professional and personal life. As an IT Support Associate II, you’ll enjoy the following benefits:
- Competitive Compensation:
- Amazon offers competitive salaries along with performance-based incentives and bonuses.
- Comprehensive Health Benefits:
- Enjoy medical, dental, and vision coverage to keep you and your family healthy.
- Retirement Savings:
- 401(k) plan with company matching to help you plan for your future.
- Work-Life Balance:
- Amazon provides paid time off (PTO), holiday pay, and flexible work scheduling to ensure you have time for both work and personal life.
- Career Development:
- Amazon is committed to your growth. You will have access to training and career advancement opportunities within the company.
- Diversity and Inclusion:
- Amazon fosters an inclusive workplace where employees of all backgrounds can thrive. We encourage applications from diverse groups, including women, minorities, people with disabilities, and veterans.
Applying Guide:
If you’re ready to apply for the IT Support Associate II position, follow these simple steps:
- Prepare Your Resume:
- Highlight your relevant experience in IT support, including any specific technical skills related to Windows, macOS, Linux, or other systems.
- Include your certifications, if applicable, such as CompTIA A+, Cisco/CCNA, or Microsoft certifications.
- Submit Your Application:
- Apply directly through Amazon’s online job portal. Upload your resume and complete any required fields for the application process.
- Interview Process:
- If your application is selected, you will be invited for an interview where you’ll discuss your technical skills, experience, and how you handle customer service issues.
- Be prepared to demonstrate your problem-solving abilities and how you communicate technical information to non-technical employees.
- Onboarding:
- After a successful interview, you’ll go through an onboarding process where you’ll learn about Amazon’s systems, tools, and customer service expectations.
- Start Your Career:
- Once your onboarding is complete, you’ll begin your role as an IT Support Associate II, helping Amazon employees stay productive by resolving technical issues and providing exceptional service.
Conclusion:
This is an exciting opportunity to join a fast-paced, dynamic team at Amazon. As an IT Support Associate II, you will play an important role in ensuring that Amazon employees can work without technical interruptions, helping them stay productive and successful. If you have a passion for IT, problem-solving, and delivering excellent customer service, apply now to join the Amazon team and take your career to the next level!