IT Support Assoc II

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Job Description

Full Job Description

  • Provide written and phone support to English speaking customers.
  • 3+ Years hands-on IT/Technical Support experience, help-desk or desk-side support environment.
  • Must have knowledge in Microsoft Windows 10 and additionally one or more of the following: Mac OS X, Linux.
  • Strong verbal and written skills proven ability to communicate with technical and non-technical staff
  • Ability to work both independently and within a team environment
  • Display a commitment to quality and strong multi-tasking skills
  • Adherence to shift schedules and timeliness are key requirements
  • Willingness to work flexible shifts and scheduling, weekends, and holidays
  • Advanced Troubleshooting skills in a multi-user high pressure environment
  • Understanding of networking concepts such as DNS, DHCP, Email, HTTP, SSL, OSI
  • Model, and TCP/IP protocols and applications
  • Proven skills in PC repair, troubleshooting, deployment, and liquidation
  • Proven ability to work successfully with limited supervision
  • May require lifting or carrying desktop computers up to 25lbs
  • Some on call responsibilities are required
  • Some exposure with Linux or Unix
At Amazon, we strive to be Earth’s most customer-centric company where people can find and discover anything they want to buy online. We hire the world’s brightest minds, offering them an environment in which they can relentlessly improve the experience for customers. Amazon has an immediate opening for an IT Support Engineer in Wellington,NZ.

IT Support Engineers are Amazon’s front line when it comes to hands-on hardware and software troubleshooting. The position supports corporate employees in a variety of roles, from software developers to sales associates. Support Engineers provide hands-on support for client hardware and software on Windows, Mac, and Linux systems. They also support networking and local server resources for their site. They are the face of IT for their local customers; they serve as the liaison between site leadership and IT engineering teams. Regular activities include troubleshooting client operating systems, PC imaging and repair, network troubleshooting, project management, mentorship of junior technicians, systems administration, telecom administration, and hardware procurement.

Our IT Support Engineer also spend their day fielding incoming support chats, calls and online requests on behalf of Amazon Corporate and its subsidiary employees worldwide.

Support Engineers must have an excellent understanding of computers (both hardware and software) and a demonstrated willingness to learn and apply new technology. They must possess superior technical aptitude, written and oral communications skills, and the ability to deal effectively with people in a wide variety of situations. This position is part of a virtual team providing remote and in-person support to offices outside Amazon’s Seattle headquarters. Previous experience exercising high levels of initiative, judgment, and diplomacy with minimal supervision is required.

  • 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.
  • 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.
  • Bachelor’s degree in Computer science or IT related field
  • Industry training such as Microsoft MCSE, MCITP
  • Experience with Cisco IOS (CLI) or Cisco certification
  • Advanced Linux systems administration skills / certification
  • Experience with scripting, programming, or SQL
  • Experience with project management
  • Experience with Data Cabling / Computer Facilities maintenance
  • Experience with server administration (Windows or Linux)
  • ITIL/ITSM