IT Services Support Specialist, IT Services

Amazon's IT Services Support is the first point of contact for technical support service requests. Our IT Support Technician spends their day fielding incoming support chats, calls and online requests on behalf of Amazon employees worldwide.

Candidates who are successful will be required to work on a rotational schedule. This include weekend schedules.

The successful IT Support Technician will be customer focused and motivated by team success. You will be innovative and able to adapt to new processes and procedures quickly while dealing with a high volume of requests. You will also be committed, flexible, and have demonstrated ability to maintain high levels of productivity while maintaining quality support. This position is Remote by design, and this can change as per business requirements. You will be required to live commuting distance from Bucharest to attend weekly meetings and office days.

Key job responsibilities
Provides comprehensive technical support to Amazon Corporate employees worldwide.
Research, resolve, and respond to inquiries received via web chat, telephone calls, email, ticketing system, all in a timely manner, in accordance with team standards.
Diagnose and troubleshoots end user computing problems including analyzing the problem, identification of appropriate resources, testing of proposed fixes and follow-up to ensure the problem has been resolved.
Creates and submits detailed call logs documenting customer interactions that are accurate, thorough, and timely.
Informs customer of needed repairs and answers basic questions. Ensures that customer understands and is satisfied with work completed.
Follow all standard operating procedures (SOP) through the effective use of Knowledge management.
Manage a case count between 15-25 tickets.
Manage concurrent support conversation.
Acquire and maintain current knowledge of relevant support policies in order to provide technically accurate solutions to users.
Assists with activities to triage and escalate any system or network outage to reduce downtime.

A day in the life
As an IT Support Associate II, you will use your skills to support employees in resolving technical problems within Amazon across a multitude of technical disciplines. Amazon has a collaborative, purposeful and enthusiastic environment where we “Work Hard, Have Fun, Make History.” On a typical day associates might dive deep into understanding the root cause of a customer issue and consult with senior engineers at Amazon. We believe in making technical support as painless as possible. To achieve this, we implement Operational Excellence best practices and strive to automate manual processes.

About the team
We’re proactive problem-solvers.

We’re here to solve everyday tech challenges and remove stumbling blocks. At a higher level, we analyze complex processes and continuously strive for smarter ways to design, manage, and optimize.

In short, we keep the tech side running smoothly so that Amazonians can get down to business.

Basic Qualifications

• - Experience with Linux and/or Windows Operating System support including in-depth understanding of one or both OSs, configuring, managing or troubleshooting systems at scale
• - Experience troubleshooting and debugging technical systems, or experience in networking administration and troubleshooting and experience that includes strong analytical skills, attention to detail, and effective communication abilities
• - Experience in technical support, or experience in networking administration and troubleshooting and experience in managing and troublshooting network
• - Experience with computer hardware troubleshooting and repair

Preferred Qualifications

• - COMPTIA A+, N+ or Sec+ certification, or industry relevant certification (Linux+, LPIC-1, or equivalent)
• - Experience in a fast paced, dynamic organization
• Amazon is an equal opportunities employer. We believe passionately that employing a diverse workforce is central to our success. We make recruiting decisions based on your experience and skills. We value your passion to discover, invent, simplify and build. Protecting your privacy and the security of your data is a longstanding top priority for Amazon. Please consult our Privacy Notice (https://www.amazon.jobs/en/privacy_page) to know more about how we collect, use and transfer the personal data of our candidates.
• 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 https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.