IT Services Support Specialist, Amazon
IT Services Global Service Desk
The largest online retailer and technology provider
Job no longer available
The largest online retailer and technology provider
1001+ employees
Job no longer available
1001+ employees
Company mission
To be Earth's most customer-centric company.
Role
Who you are
- Experience supporting Windows, Mac and/or Linux operating systems in a corporate setting
- Experience troubleshooting integrated and interdependent computer systems
- Experience with network troubleshooting and support
- Experience maintaining zebra thermal printers, troubleshooting thin clients, PCs, scanners, and portable handheld terminals
Desirable
- CompTIA A+, CompTIA Network+, Cisco/CCNA, Linux (Redhat), Microsoft hardware (installation), AWS, or other industry relevant certifications
- Experience in a dynamic environment with a high degree of customer service
What the job involves
- 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
- The successful IT Support Technician 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
- This position is Remote by design, and this can change as per business requirements. You will be required to attend meeting within the Edinburgh office
- 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
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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