Amazon · 13 hours ago

ITS Support Associate II, Global Service Desk (GSD) , Global Service Desk (GSD)

California, United States

Full-time

Remote

Entry Level

$49K/yr - $77K/yr

1+ years exp

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Responsibilities

Leverage your 1+ years of experience in help-desk or desk-side environment to solve issues for Amazon Corporate employees located in-office and remote.

Troubleshoot and resolve customer support requests across Windows, macOS, and Ubuntu/Linux environments.

Research, resolve, and respond to inquiries received via web chat, telephone calls, email, ticketing system, all in a timely manner, in accordance with organizational standards.

Diagnose and troubleshoot end user computing problems including examining the problem, identifying the appropriate resources, testing proposed fixes and follow-up to ensure the problem has been resolved.

Resolve customer support requests in real-time and assist in facilitating any hand-offs to partner teams for escalations or hardware replacements. Ensures that customer accepts and is satisfied with work completed.

Create and submit detailed call logs documenting customer interactions that are accurate, thorough, and timely.

Follow standard operating procedures (SOP) to improve the teams' knowledge management and create revision requests or propose new SOPs to identified gaps in existing content.

Acquire and maintain current knowledge of relevant policies in order to provide technically accurate solutions to users.

Assist with activities to triage and escalate any system or network outage to reduce downtime.

Assist with remote assistance in Teleconferencing systems and AV presentation equipment.

Leverage your Associate in Computer Science, related field or IT experience.

Showcase your ability to work both on your own and within a team environment.

Display a commitment to quality and strong multi-tasking skills and the desire and curiosity to learn more.

Use your strong verbal skills, and proven ability to communicate with technical and non-technical employees.

Adherence to shift schedules and timeliness are key requirements.

Willingness to work flexible shifts and scheduling, weekends, and holidays.

Must be willing and able to occasionally come to Amazon corporate sites with 24 hours notice.

Qualification

Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.

Windows supportMacOS supportLinux supportCompTIA A+CompTIA Network+Cisco/CCNALinux (Redhat)Microsoft hardware installationAWSTroubleshooting integrated systemsZebra thermal printersThin clientsPCsScannersPortable handheld terminals

Required

1+ years of corporate setting Windows, Mac or Linux Operating systems support experience

High school or equivalent

Experience troubleshooting integrated and interdependent computer systems

Experience maintaining zebra thermal printers, troubleshooting thin clients, PCs, scanners, and portable handheld terminals