IT Support Assoc II, IT Services

DESCRIPTION

As an ITS Support Engineer at Amazon, you'll be the go-to expert for corporate employees, providing seamless end-to-end services and frictionless on-site technical support to ensure uninterrupted productivity. With an advanced understanding of IT standards, systems, and equipment, you'll work independently or collaboratively to manage projects, adapt quickly to new processes, and serve as a mentor for escalations. Your role involves engaging with Amazonians across teams, diagnosing and resolving a wide variety of specialized hardware and software issues, and implementing successful solutions. As part of the Amazon Helpdesk, you'll be the first point of contact for technical questions and problems, working with service managers and staff to maintain internal solutions and manage on-premises infrastructure. This dynamic position requires strong communication skills, technical and analytical competencies, and above all, a customer-obsessed mindset. You'll have the opportunity to develop your career while supporting Amazon's unique corporate infrastructure, service platforms, and employees, making you a crucial part of the IT Services Team in maintaining the company's innovative and efficient work environment.

Key job responsibilities
As a dedicated IT Support Professional, responsibilities encompass providing comprehensive ticket-based, walk-up, and remote Help desk support across Amazon's multi-site environments, while delivering high-quality, hands-on troubleshooting and resolution of technical issues. The role involves managing service provider engagements, overseeing routine processes including new hire onboarding, computer lifecycle management, asset inventory, imaging, warranty support, and hardware recycling. Key functions include participating in process development and implementation, researching and deploying new hardware/software solutions, and evaluating system health through log analysis. Critical responsibilities include providing on-call support for high-severity incidents and serving as an escalation point of contact for the team, while assisting with activities to triage and escalate system or network outages to minimize downtime. The position requires effective understanding and execution of change management activities in a high-availability environment, along with active collaboration with partner teams and vendors on continuous improvement projects, defining requirements, and managing execution to deliver operational excellence and value. The role demands strong problem-solving skills, a commitment to expanding technical expertise, and staying current with IT policies and emerging technologies to ensure optimal system performance and reliable IT service delivery.

A day in the life
Seeking a customer-focused IT Support Associate who excels in Windows/Mac/Linux OS deployment, remote technical support, and comprehensive user hardware/software/peripheral assistance, while demonstrating expertise in LAN troubleshooting and hardware asset management. The ideal candidate will maintain detailed documentation while handling a high volume of urgent requests, displaying innovation, energy, and adaptability in new processes. They must be self-motivated, able to work independently with minimal supervision, and maintain high productivity levels while managing ambiguous situations. This role requires someone who combines strong technical capabilities with genuine curiosity, commitment to team success, and an initiative in delivering hands-on IT support across all platforms.

BASIC QUALIFICATIONS

• Knowledge of enterprise IT management frameworks like COBIT or ITIL
• Experience in systems administration (Linux/Windows)
• 3+ years of working with enterprise asset management software suite experience
• Experience with networking technology (TCP/IP, subnetting, DNS and DHCP)
• 4+ years of corporate setting Windows, Mac or Linux Operating systems support experience and experience in the AV sector with a proven record of effectively commissioning, configuring, troubleshooting or installing corporate AV systems
• Microsoft MCSE, MCITP Systems Administrator (Active Directory) experience
• Experience working with AV technologies such as Extron, Crestron, BiAmp, Cisco, Shure and Poly; control systems, DTP systems, matrix switchers, extenders and audio DSPs
• Excellent troubleshooting, problem-solving and diagnosis skills with a strong understanding of signal flow
• Candidates should be results oriented and delivery focused with demonstrated experience working with corporate users and engineering teams.
• Analytical abilities and proven problem-solving skills; must be a real troubleshooter who excels at spotting issues and monitoring problems.
• Ability to establish and build healthy working relationships and partnerships with peers, customers, vendors and suppliers
• Excellent communication, interpersonal and presentation skills, both oral and written communication
• Strong prioritization and organizational skills with attention to detail
• Ability to multi-task and handle multiple priorities in an innovative and fast paced environment.
• Strong verbal and written communications skills, including an ability to effectively communicate with both business and technical teams.
• Experience managing multiple projects, prioritizing, planning, and managing time

PREFERRED QUALIFICATIONS

• 5+ years of industry work experience
• Experience driving collaborative projects from conception to delivery, or experience troubleshooting and documenting findings
• Analytical abilities and proven problem-solving skills must be a real troubleshooter who excels at spotting issues and monitoring problems.
• Ability to multi-task and handle multiple priorities in an innovative and fast paced environment.
• Strong verbal and written communications skills, including an ability to effectively communicate with both business and technical teams.
• Significant experience supporting users and their hardware and software.
• Experience with AD Systems Administration in a mixed operating system environment – Chrome OS, Windows and Unix.
• Knowledge of networking hardware and concepts.
• Certification on Crestron, ITIL Certified or Cisco Certified Network Associate (CCNA)