IT Support Engineer, Amazon

• The successful IT Support Engineer will be customer focused and motivated by team success
• You will be innovative, energetic, 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
• 1+ years of Windows Server technologies: AD, DFS, Print Services, SCCM experience
• 2+ years of troubleshooting in a multi-user high availability environment experience
• 2+ years of PC repair, troubleshooting, deployment and liquidation experience
• 1+ years of IT client, server, and network service delivery experience
• 2+ years of networking (such as DNS, DHCP, SSL, OSI Model, and TCP/IP) experience
• 2+ years of corporate setting Windows, Mac or Linux Operating systems support experience
• 2+ years of supporting and maintaining a corporate network environment experience
• High school or equivalent diploma
• Experience supporting video conference and teleconference equipment

Desirable

• Amazon is seeking bright, adaptable, and hardworking applicants to join our IT Services organization as an IT Support Engineer
• IT Support Engineers work with Amazonians to provide and support the IT equipment and services that are used every day
• We treat Amazon employees as our customers and provide timely, accurate, and professional assistance
• Amazon's IT Services Support is the first point of contact for technical service requests for Amazon Corporate and its subsidiary employees worldwide
• On-site troubleshooting of AV systems, particularly complex integrated systems such as large conference rooms, training rooms, executive rooms and bespoke or legacy systems
• Working with on-premise IT technicians, contractors and integrators through troubleshooting and repair procedures
• Communicating with manufacturers and vendors to arrange repair or RMA of faulty equipment and managing local inventory
• Working closely with partner teams including hardware deployment, Escalation and MeetEx to drive continuous improvement of the customer experience
• Maintaining communication with customers and stakeholders, informing them of incident progress via thorough ticket documentation and the use of Standard Operating Procedures (SOPs)
• Collaborating on technical documentation and SOPs, incorporating field learnings and customer feedback
• Acquire and maintain current knowledge of relevant IT policies in order to provide technically accurate solutions to users
• Provide comprehensive technical support to Amazon Corporate employees
• Provide end user, Windows/Mac/Linux OS deployment and support
• Perform hardware procurement and asset management
• Troubleshoot/support LAN and on-site servers via tickets, alerts and change management
• Ticket queue management
• Handle to completion requests and technical project work
• Provide on call-support for Sev1 and Sev2 incidents
• Handle escalations from Level 1 support
• Travel in Canada may be required