IT Support Eng I (ONS), IT Services

Are you passionate about solving technical challenges and helping people Do you thrive in a dynamic high-impact environment Join Amazons IT Services team as an ITS Support Engineer and be part of the engine that powers Amazons seamless operations. Were seeking customer-focused innovative problem-solvers who excel in a fast-paced collaborative environment. As a part of our IT Services team youll have the opportunity to make a direct impact on Amazons corporate global workforce making sure their laptops servers and websites work seamlessly so they can build the technology that businesses worldwide rely on.

As an ITS Support Engineer youll be the go-to knowledge expert for Amazons corporate employees providing seamless end-to-end services and frictionless on-site technical support ensuring productivity remains secure and uninterrupted. Amazons ITS Support Engineers are dedicated dependable and customer focused owning the overall IT experience. They guarantee our employees have the tools and resources they need to be successful innovative and efficient.

ITS Support Engineers have an advanced understanding of IT standards systems and equipment deployed throughout Amazon. They can work independently or collaborate with partner teams and contractors managing projects while maintaining a high level of productivity to meet goals. Quickly adapting to new processes and procedures they act as a mentor and main partner for escalations within the team.

Your day will be filled with exciting challenges and opportunities to showcase your technical expertise. Youll engage with Amazonians across various teams owning and recognizing their unique IT needs and provide personalized high-quality support. Youll be a trusted advisor a problem-solver taking initiative to diagnose troubleshoot and resolve a wide variety of specialized hardware and software issues implementing successful solutions. Our Engineers guide and empower technical and non-technical Amazonians through the ever-evolving digital landscape implementing solutions that fit their needs.

Key job responsibilities
Key job responsibilities

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
This position requires that the candidate be a US Citizen.

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 skill-sets. If youre passionate about this role and want to make an impact on a global scale please apply!
About the team
Our IT Services team is a dynamic and diverse group of passionate problem-solvers 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 employee-led 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 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 knowledge-sharing and career-advancing resources helping you develop into a better-rounded professional.

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

- 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 networking (such as DNS DHCP SSL OSI Model and TCP/IP) experience
- 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

- 2 years of computer networking 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.