IT Support Engineer I (OPC), IT Services

Are you passionate about helping people solve IT problems Love being a part of an exciting and innovative environment Join Amazon IT Services! Were 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.

Amazons 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.

This position is located onsite in our corporate offices. Hours are Monday through Friday from 8 am to 5 pm.




Key job responsibilities
Provide comprehensive technical support to Amazon Corporate employees.
Travel between buildings in local area as required.
Occasional travel to other US cities as required.
Look for innovative process improvements and participate on teams to implement change.
Acquire and maintain current knowledge of relevant IT policies in order to provide technically accurate solutions to users.
Provide escalation support for customers requiring complex advanced troubleshooting beyond the scope of frontline support.
Creates and updates standard operating procedures (SOPs) to improve the teams knowledge through knowledge management.
Manages the ticket queue to provide support with a fluctuating case count of trouble tickets ensuring the customer is always updated on next steps through resolution.
Manages ticket quality by executing ticket auditing across North America.
Assists with technical projects across InPerson Support assuring deadlines are met and projects are completed on time.
Escalates any identified system or network outage impacting several customers to the correct service owners to mitigate downtime and impact. Assist with activities to triage and troubleshoot any system or network outage as needed.
Follow update and create standard operating procedures (SOP) to improve the teams knowledge management.
Interview candidates applying for new roles in OPC.
Identify and provide training for frontline support to assist in career development.
Provide in person support to internal customers for a variety of IT related software and hardware issues.



A day in the life
If you are not sure that every qualification on the list above describes you exactly wed still love to hear from you! At Amazon we value people with unique backgrounds experiences and skillsets. If youre passionate about this role and want to make an impact on a global scale please apply!

Amazon offers a full range of benefits that support you and eligible family members including domestic partners and their children. Benefits can vary by location the number of regularly scheduled hours you work length of employment and job status such as seasonal or temporary employment.

The benefits that generally apply to regular fulltime employees include:

Medical Dental and Vision Coverage
Maternity and Parental Leave Options
Paid Time Off (PTO)
401(k) Plan

About the team
Our IT Services team is a dynamic and diverse group of passionate problemsolvers who thrive on challenges and continuously push the boundaries of innovation. We foster an inclusive and collaborative environment where every voice is heard and every idea is valued. Join us and be part of a team that truly makes a difference in the lives of Amazonians worldwide.

Inclusive Team Culture: Here at Amazon its in our nature to learn and be curious. Our employeeled affinity groups foster a culture of inclusion that empower us to be proud of our differences. Ongoing events and learning experiences including our Conversations on Race and Ethnicity (CORE) and AmazeCon (gender diversity) conferences inspire us to never stop embracing our uniqueness.

Mentorship and Career Growth: Were continuously raising our performance bar as we strive to become Earths Best Employer. We embrace curiosity and continuous learning empowering you to grow both personally and professionally through mentorship knowledgesharing and careeradvancing resources helping you develop into a betterrounded professional.

If youre ready to join a team of passionate problemsolvers and make a real impact apply now to become an ITS Support Engineer at Amazon!

1 years of Windows Server technologies: AD DFS Print Services SCCM experience
2 years of troubleshooting in a multiuser 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
High school or equivalent diploma

4 years of network troubleshooting and support experience
4 years of corporate setting Windows Mac or Linux Operating systems support experience
4 years of troubleshooting in a multiuser high availability environment experience
AV/VC experience

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.