IT Services Support Specialist, IT Services Global Service Desk (GSD) at Amazon

Key job responsibilities

• 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.
• Manage a case count between 15-25 tickets.
• Manage concurrent support conversation.
• 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.

BASIC QUALIFICATIONS

• Experience supporting Windows, Mac and/or Linux operating systems in a corporate setting
• Experience troubleshooting integrated and interdependent computer systems
• Experience with network troubleshooting and support
• Experience maintaining zebra thermal printers, troubleshooting thin clients, PCs, scanners, and portable handheld terminals

PREFERRED QUALIFICATIONS

• 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