Job Title: ITS Support Associate
This role is a great opportunity for you to showcase your technical expertise and make a real impact on a global scale. As an ITS Support Associate, you will 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.
You will engage with Amazonians across various teams, owning and understanding their unique IT needs and providing personalized support. You will be a trusted advisor and problem-solver, taking initiative to diagnose, troubleshoot, and resolve a wide variety of hardware and software issues by implementing successful solutions.
Key Job Responsibilities
* Provide on-site, hands-on support for hardware, software, and IT peripherals diagnosing, troubleshooting, and resolving issues successfully with efficiency, escalating as needed.
* Determine appropriate procedures, accurately documenting actions or deviations to improve global service improvements.
* Communicate and collaborate with customers, peers, and internal teams through various channels to troubleshoot, resolve issues, and implement solutions.
* Prepare hardware and assist managing IT asset inventories, tracking usage and conducting audits.
* Help train and onboard new team members and Amazonians.
* Grow and learn the latest technologies to stay ahead of the curve, continuously expanding knowledge and skills.
Requirements
* High school diploma or equivalent.
* Excellent customer-facing skills.
* 1+ years of technical experience in a corporate environment supporting Windows, Mac, and/or Linux.
* 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.