Its Support Associate Ii, IT Services

1+ years of corporate setting Windows, Mac or Linux Operating systems support experience
- Experience troubleshooting integrated and interdependent computer systems
- High school or equivalent
- Bachelor’s Degree from an accredited university or equivalent
- Excellent customer facing skills
- 1+ years of experience troubleshooting skills in a multi-user high availability environment
- 1+ years of experience with PC hardware troubleshooting, repair, deployment, and liquidation
- 1+ years of computer networking experience
- Ability to identify and proactively resolve or escalate issues
- Proficient in English

As an ITS Support Associate, you'll be the go-to expert for Amazon's global corporate employees’, providing essential and exceptional on-site technical support to ensure their productivity remains uninterrupted. Amazon’s ITS Support Associates are committed, dependable and customer focused on the IT experience, ensuring our employees have the tools and resources they need to stay productive and efficient.
ITS Support Associates have a solid understanding of IT standards, systems and equipment deployed throughout Amazon. They adapt to new processes and procedures quickly, communicating and guiding both peers and non-technical Amazonians on solutions that maintain productivity.
Your day will be filled with exciting challenges and opportunities to showcase your technical expertise. You’ll engage with Amazonians across various teams, owning and understanding their unique IT needs and providing personalized support. You'll be a trusted advisor, a problem-solver, taking initiative to diagnose, troubleshoot and resolve a wide variety of hardware and software issues by implementing successful solutions. You will guide and empower both technical and non-technical Amazonians through the ever-evolving digital landscape.
Key job responsibilities
Provide on-site, hands-on support for hardware, software and IT peripherals diagnosing, troubleshooting and resolving issues successfully with efficiency, escalating as needed
Determine appropriate procedures, accurately documenting actions or deviations to improve global service improvements
Communicate and collaborate with customers, peers and internal teams through various channels to troubleshoot, resolve issues and implement solutions
Prepare hardware and assist managing IT asset inventories, tracking usage and conducting audits
Help train and onboard new team members and Amazonians
Grow and learn the latest technologies to stay ahead of the curve, continuously expanding knowledge and skills
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, it's 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 (gender diversity) conferences, inspire us to never stop embracing our uniqueness.
**Mentorship and Career Growth**: We're continuously raising our performance bar as we strive to become Earth's 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.
- Bachelor’s degree in Computer Science or IT related field
- CompTIA A+, CompTIA Network+, Cisco/CCNA, Linux (Redhat), Microsoft hardware (installation), AWS, or other industry relevant certifications
- Experience with client, server and network services DNS, DHCP, OSI Model and TCP/IP
- Experience with audiovisual, video conferencing or event support
- Experience in Active Directory and Windows Server backup solutions
- Understanding basic concepts of information security