IT Support Eng I (OIS), 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.

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/WAN 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 United States and Canada may be required


Key job responsibilities
Deliver on-site high quality hands-on support diagnosing troubleshooting and resolving issues
successfully evaluating log files to determine the health of systems software and hardware
Provide on-call support for high severity incidents and act as an escalation point of contact for team
Assist with activities to triage and escalate system or network outages to reduce downtime
Understand and execute change management activities in a high availability environment
Participate with partner teams and vendors on continuous improvement projects defining requirements
and managing execution to deliver operational excellence and value
Effectively manage and oversee IT asset inventories
Participate in hiring efforts training and developing peers and new team members as a mentor seeking and leveraging diverse perspectives in all activities
Continuously expand skills learning the latest technologies and maintaining knowledge of IT policies to provide technically accurate solutions

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!

- 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 relevant technical position or 3 years of system administration experience

- 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.

Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $47700/year in our lowest geographic market up to $103000/year in our highest geographic market. Pay is based on a number of factors including market location 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. For more information please visit This position will remain posted until filled. Applicants should apply via our internal or external career site.