IT Support Service Desk Associate, Amazon
Stores and Facilities Technology Support
The largest online retailer and technology provider
Open for applications
The largest online retailer and technology provider
1001+ employees
Open for applications
1001+ employees
Company mission
To be Earth's most customer-centric company.
Role
Who you are
- 1+ years of corporate setting Windows, Mac or Linux Operating systems support experience
- Experience troubleshooting integrated and interdependent computer systems
- Experience maintaining zebra thermal printers, troubleshooting thin clients, PCs, scanners, and portable handheld terminals
- Experience with network troubleshooting and support
Desirable
- Experience in a dynamic environment with a high degree of customer service
- CompTIA A+, CompTIA Network+, Cisco/CCNA, Linux (Redhat), Microsoft hardware (installation), AWS, or other industry relevant certifications
What the job involves
- As an IT Support Assoc II, you will follow documented knowledge base articles and use your technical expertise and problem-solving abilities to perform repair and preventative maintenance of retail and sales floor technology devices post-installation, including Point-of-Sale, Department Scale, Handheld compute, and mobile retail solution technologies and related systems in Amazon Fresh Stores
- You will utilize voice and agent chat for live one-on-one support as well as web portal for lower severity technology issue management
- You will troubleshoot software and hardware failures and identify network problems when they relate to the above named technologies
- With guidance, perform a variety of duties, including:
- Troubleshoot IT equipment used in Amazon Fresh Stores
- Troubleshoot hardware, software, and connectivity issues
- Assist vendors in the field with triage and updates of Retail and Sales Floor technologies
- Handle support requests and procedures across the network
- Assist in training new hires
- Support customers spanning the United States, Canada, and the United Kingdom
- Continuous learning of new technologies
- In this role, you will rely on established guidelines and instruction to perform daily job functions. This includes gaining familiarity with and assisting Amazon Fresh Store Associates and third-party vendors in resolving hardware and software issues by fielding telephone calls, web chats, and email communication, diagnosing problems, performing troubleshooting activities, and dispatching vendors for hardware service
- You will monitor the incident management system to ensure timely acknowledgement and resolution of support requests, while working within established SLA parameters. You also may perform on-call duties as required
- On the Stores and Facilities Technology Support Team, our mission is to provide exceptional, consistent, and timely technical support and solutions that enable seamless operations across all Amazon physical store locations. Through dedication, expertise, and innovation, we strive to be the trusted technical backbone that keeps Amazon's physical stores running smoothly and efficiently
Our take
Amazon is the world's largest online retailer, and is well-known for its disruption of well-established industries. The company is present in numerous verticals, including cloud computing with Amazon Web Services, AI with its range of Alexa devices and a global marketplace more commonly referred to as 'the everything store'. Acquisitions include Ring, Twitch, Whole Foods Market, and IMDb.
More recently, Amazon has been focused on leading the "third wave in digital advertising". Many businesses are now shifting ad dollars to retailers, which before would have been spent with online media platforms. Amazon's seen great success in the space, with its revenue from advertising now higher than its Amazon Prime membership scheme, audiobooks and digital music combined. This growth is particularly impressive considering its digital ad rivals (like Snap, Alphabet, and Meta) have suffered declines due to wider macroeconomic factors and Apple's iOS privacy changes.
Despite its dominant market position, Amazon will continue to be challenged over the next decade, including sustaining AWS's cloud dominance in the face of Google and Microsoft. On top of this, the company's e-commerce division is facing profitability problems despite its 2023 post-IPO debt funding of 8 billion. It will need to find new ways to stay above their competitors.
Steph
Company Specialist at Welcome to the Jungle
Insights
16% employee growth in 12 months
Company
Company HQ
South Lake Union, Seattle, WA
Leadership
Jeff Bezos
(Founder & Executive Chairman)Jeff is an American business magnate, media proprietor, and investor. As well as founding Amazon, Jeff founded Blue Origin, an aerospace manufacturer and sub-orbital spaceflight services company and also owns The Washington Post.
Andy Jassy
(President & CEO)Joined Amazon as a Marketing Manager in 1997. Developed AWS with Jeff Bezos, and became CEO of Amazon in 2021.
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