About this role
Role Description
Join Amazon's Global Service Desk as an IT Support Engineer and become the trusted technical resource for thousands of Amazonians worldwide. You'll diagnose and resolve complex technical challenges across multiple operating systems, working independently while collaborating with a supportive team to deliver timely solutions that keep our global workforce productive.
Key job responsibilities:
Diagnose and resolve technical issues across Windows, Mac, and Linux environments, researching problems, testing solutions, and following up to ensure complete resolution. Manage incoming support requests via web chat, phone, email, and ticketing systems while maintaining quality standards and service level agreements, handling 15-25 cases simultaneously. Communicate technical concepts clearly to non-technical users, documenting interactions thoroughly in contact logs and case notes to create a knowledge record for future reference. Contribute to operational excellence by following standard procedures, identifying process improvements, and creating documentation for common technical issues. Escalate appropriately by recognizing when issues require higher-level support and collaborating with specialized teams to resolve system outages and complex problems.
Qualifications
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. Bachelor's degree or equivalent.
Requirements
2+ years of computer networking experience. Experience supporting video conference and teleconference equipment.
Benefits
Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit this link for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.