IT Support Engineer, Amazon

• If you are customer-focused with creative problem-solving skills and have experience with macOS and Windows enterprise environments, this role may be for you
• 3+ years of related industry experience in an customer focused enterprise environment
• 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 Windows Server technologies: AD, DFS, Print Services, SCCM 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

Desirable

• Audible is looking for a dynamic and motivated IT Support Engineer to join our IT Support team
• As a member of our team you will have the opportunity to develop your career while supporting Audible’s unique corporate infrastructure, service platforms and employees
• This is a fantastic opportunity to leverage your crisp communication skills, technical, analytical and problem-solving competencies and most importantly, customer obsession as the next step in your career
• Audible’s Technical Operations organization powers the infrastructure, systems, tools and services to keep Audible running fast, secure, and resilient
• As part of Audible’s Technology organization, this group comprises of Network Engineering, Systems Engineering, Corporate Systems, IT Support, and Audio Visual support teams
• Collectively, the Technical Operations team is responsible for enabling operational excellence for employees while delivering secure, scalable, and foundational services for our customers through infrastructure and information technology
• Audible’s IT Support team is the first place for Audible employees to go with technical questions and problems with Audible’s desktops, laptops, mobile devices, network services and software
• The IT Support Team works with Amazon and Audible service managers and other staff to maintain internal solutions and respond to employees’ technical issues
• Additionally, we manage all the on-premise infrastructure including servers, storage solutions, telephony and printers
• Provide ticket-based, walk-up, and remote support for Audible’s growing multi-site user base and environments
• Direct internal and external service provider engagements, as needed, in the processing of support requests for effective and timely resolution of issues
• Manage various routine processes such as new hire onboards, computer life cycle management, asset management, computer imaging, hardware warranty support and hardware recycling
• Participate in the development, implementation and administration of processes and procedures to ensure the reliability, recoverability, and optimum performance of user hardware and local services
• Work in tandem with the rest of the IT Operations team to uphold system SLAs with a rotating On-call schedule for production support issues
• Research, procure, vet and deploy new hardware and software solutions