ITS Support Associate II Global Service Desk GSD

Amazons IT Support is the first point of contact for technical support service requests. Our IT Support Associate II spends their day fielding incoming chats calls and online requests from Amazon Corporate and its subsidiary employees worldwide. The successful IT Support Associate II 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 demonstrate the ability to maintain high levels of productivity while maintaining quality support.

Responsibilities include:
Leverage your 1 YOE in helpdesk or deskside environment to solve issues forAmazon Corporate employees located inoffice and remote.
Troubleshoot and resolve customer support requests across Windows macOS and Ubuntu/Linux environments.
Research resolve and respond to inquiries received via web chat telephone calls email ticketing system all in a timely manner in accordance with organizational standards.
Diagnose and troubleshoot end user computing problems including examining the problem identifying the appropriate resources testing proposed fixes and followup to ensure the problem has been resolved.
Resolve customer support requests in realtime and assist in facilitating any handoffs to partner teams for escalations or hardware replacements.
Ensures that customer accepts and is satisfied with work completed.
Create and submit detailed call logs documenting customer interactions that are accurate thorough and timely.
Follow standard operating procedures (SOP) to improve the teams knowledge management and create revision requests or propose new SOPs to identified gaps in existing content.
Acquire and maintain current knowledge of relevant policies in order to provide technically accurate solutions to users.
Assist with activities to triage and escalate any system or network outage to reduce downtime.
Assist with remote assistance in Teleconferencing systems and AV presentation equipment.
Leverage your Associate in Computer Science related field or IT experience.
Showcase your ability to work both on your own and within a team environment.
Display a commitment to quality and strong multitasking skills and the desire and curiosity to learn more.
Use your strong verbal skills and proven ability to communicate with technical and nontechnical employees.
Adherence to shift schedules and timeliness are key requirements.
Willingness to work flexible shifts and scheduling weekends and holidays.
Must be willing and able to occasionally come to Amazon corporate sites with 24 hours notice.

1 years of corporate setting Windows Mac or Linux Operating systems support experience
High school or equivalent
Experience troubleshooting integrated and interdependent computer systems

CompTIA A CompTIA Network Cisco/CCNA Linux (Redhat) Microsoft hardware (installation) AWS or other industry relevant certifications
Experience in a dynamic environment with a high degree of customer service

Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status disability or other legally protected status.

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 for more information. If the country/region youre applying in isnt listed please contact your Recruiting Partner.

The base salary for this position ranges from $49000/year up to $76800/year. Salary is based on a number of factors and may vary depending on jobrelated knowledge skills and experience. Amazon is a total compensation company. Dependent on the position offered equity signon 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.