IT Support Associate Ii, IT Services Variable

2 weeks ago

Hyderabad Telangana, India Amazon.com Full time

DESCRIPTION

The Amazon Helpdesk is the first place for Amazon employees to go with technical questions and problems with Amazon's desktops, laptops, mobile devices, network services and software. The Amazon Helpdesk works with Amazon and Amazon service managers and other staff to maintain internal solutions and respond to employees’ technical issues. Additionally, they manage all the on-premise infrastructure including servers, network device, telephony and printers.

As a member of the team you will have the opportunity to develop your career by maintaining and supporting Amazon’s unique corporate infrastructure, service platforms and employees. This is a challenging role that demands strong communication skills, technical, analytical and problem-solving competencies and most importantly, customer obsession.

Key job responsibilities
Provide ticket-based, walk-up and remote Helpdesk support for Amazon’s growing multi-site user base and environments.

Direct internal and external service provider engagements, as needed, in the processing of support requests for effective and timely resolution of issues.

Manage various routine processes such as new hire onboards, computer life cycle management, asset management, computer imaging, hardware warranty support and hardware recycling.

Participate in the development, implementation and administration of processes and procedures to ensure the reliability, recoverability, and optimum performance of user hardware and local services.

Work in tandem with the rest of the IT Operations team to uphold system SLAs with a rotating On-call schedule for production support issues.

Research, procure, vet and deploy new hardware and software solutions.

A day in the life
Windows/Mac/Linux OS deployment
Providing remote tech support
User hardware/software/peripheral support
LAN troubleshooting and support
Hardware procurement and asset management
Creating and maintaining documentation

The Amazon Helpdesk is the first place for Amazon employees to go with technical questions and problems with Amazon's desktops, laptops, mobile devices, network services and software. The Amazon Helpdesk works with Amazon and Amazon service managers and other staff to maintain internal solutions and respond to employees’ technical issues. Additionally, they manage all the on-premise infrastructure including servers, network device, telephony and printers.

As a member of the team you will have the opportunity to develop your career by maintaining and supporting Amazon’s unique corporate infrastructure, service platforms and employees. This is a challenging role that demands strong communication skills, technical, analytical and problem-solving competencies and most importantly, customer obsession.

BASIC QUALIFICATIONS
- 4+ years of corporate setting Windows, Mac or Linux Operating systems support experience
- Experience troubleshooting integrated and interdependent computer systems
- 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

Job details
- IND, TS, Hyderabad
- Operations, IT, & Support Engineering

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