IT Support Engineer, Amazon

• The ideal candidate will have prior experience as a senior desktop support or IT engineer in complex infrastructures as well as a solid history balancing day-to-day ticket queue management
• They will need to have experience managing and maintaining layer 2 and layer 3 networks, including lab and test environments
• They will have experience owning small to medium size projects and are comfortable acting as the spokesperson for the service desk in their region
• 3+ years of technical support experience
• 2+ years of supporting and maintaining a corporate network environment experience
• 2+ years of corporate setting Windows, Mac or Linux Operating systems support experience
• 2+ years of IT systems or relevant commercial production environment experience
• 2+ years of troubleshooting in a multi-user high availability environment experience
• 1+ years of PC repair, troubleshooting, deployment and liquidation experience

Desirable

• Ring is looking for an IT Support Engineer to join our Information Technology team
• This person will be the primary onsite team member at Ring’s office in Boston, MA
• Their primary focus will be supporting and improving the technology experience for members of RBKS (Ring, Blink, Key, and Sidewalk) as part of a global internal IT team at Ring
• Provide daily IT support services to the RBKS workforce located in the BOS23 office, including hardware and software troubleshooting, imaging, and break/fix services for corporate devices (primarily laptops)
• Manage and maintain network infrastructure at local and remote offices, utilizing technologies such as Cisco Meraki, Aruba, and Juniper Networks. This includes troubleshooting and maintaining Layer 2 and Layer 3 network infrastructure, including LAN, WAN, and wireless networks
• Act as a subject matter expert and resource for other IT team members, taking ownership of independent responsibilities for the BOS23 site/region
• Improve existing systems and develop sustainable future roadmaps for the BOS23 site, including architecting and maintaining a device test network
• Provide first and second-level support for MacOS and Windows operating systems
• Ensure operational excellence by providing on-call and/or alternate hours support to meet uptime expectations
• Stay updated on projects being run by other internal teams to identify potential conflicts or redundancies
• Interface with external vendors, third-party support teams, and other resources as needed
• Collaborate with internal teams to identify areas where IT can provide assistance
• Identify underutilized resources and opportunities to reduce waste/spend and optimize costs at the site
• Take ownership of the client experience for all Ring/Blink/Key/Sidewalk team members within your purview, including day-to-day management of the internal technical ticket queue
• Providing daily IT services to the RBKS workforce located in BOS23 office
• Assisting in device troubleshooting for a hybrid environment workforce, with the concentration being on the BOS23 office
• Balancing day-to-day ticket queue management with projects and network support
• Act as an IT spokesperson for the service desk in their region
• Applying strong knowledge of network infrastructure technologies (including Cisco Meraki, Aruba, and Juniper Networks) to meet uptime standards for business and test networks
• Proficient in troubleshooting and maintaining Layer 2 and Layer 3 network infrastructure, LAN, WAN, and wireless networks
• Providing desktop level support to end users; an Excellent understanding of MacOS and Windows operating systems, and some experience with Linux is a plus
• Excellent communication and interpersonal skills for interfacing with internal and external stakeholders
• Ability to work independently and take ownership of responsibilities