DESCRIPTION
Are you passionate about helping people solve IT problems? Love being a part of an exciting and innovative environment? Join Amazon IT Services! We're looking for people who strive to "Work Hard. Have Fun. Make History."
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.
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.
Responsibilities include:
• 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
BASIC QUALIFICATIONS
- 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
- 1+ years of Windows Server technologies: AD, DFS, Print Services, SCCM experience
- 2+ years of corporate setting Windows, Mac or Linux Operating systems support experience
- High school or equivalent diploma
- 2+ years of experience in the AV sector with a proven record of effectively commissioning, configuring, troubleshooting or installing corporate AV systems/technologies such as Extron, Crestron, BiAmp, Cisco, Shure and Poly; control systems, DTP systems, matrix switchers, extenders and audio DSPs
PREFERRED QUALIFICATIONS
- 2+ years of computer networking experience
- CTS, CTS-I or CTS-D, or Cedia equivalent
Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, disability, age, or other legally protected status. If you would like to request an accommodation, please notify your Recruiter.
The base salary for this position ranges from $52,100/year up to $87,000/year. Salary is based on a number of factors and may vary depending on job-related knowledge, skills, and experience. Amazon is a total compensation company. Dependent on the position offered, equity, sign-on payments, and other forms of compensation may be provided as part of a total compensation package, in addition to a full range of medical, financial, and/or other benefits. Applicants should apply via our internal or external career site.