Apply on Employer Site

Amazon · 2 weeks ago

IT Support Engineer - SNOC, Amazon Leo for Government

Arlington, VA

Full-time

Onsite

Mid Level

$55K/yr - $122K/yr

4+ years exp

Amazon Leo for Government (ALG) is dedicated to providing secure satellite broadband connectivity to U.S. government customers. The IT Support Engineer will serve as a frontline responder, interfacing with government users to resolve technical issues and ensure seamless customer experience across various communications environments.

Artificial Intelligence (AI)DeliveryE-CommerceFoundational AIRetail

No H1B

Security Clearance Required

U.S. Citizen Only

Responsibilities

Oversee authentication, triage, and resolution workflows in accordance with ALG operational playbooks

Monitor ServiceNow queues and broadband performance dashboards to manage workload and response times

Serve as the first point of technical and procedural escalation for support personnel

Ensure timely and accurate communication with mission stakeholders

Audit tickets and communications for quality and completeness, providing real-time feedback to technicians

Coordinate shift turnover briefings and ensure continuity of operations across multiple shifts

Tailor and refine SNOC tooling (e.g., ServiceNow, Amazon Connect) to support mission-specific workflows

Support and track incident resolution lifecycles, ensuring compliance with SLAs and incident reporting procedures

Mentor and develop support staff by identifying training gaps, recommending development paths, and enforcing performance standards

Partner with SNOC leadership on process improvements, metrics reporting, and workforce planning

Qualification

NetworkingTechnical supportWindowsMacLinux supportAWS ConsoleITOM ticket managementCustomer-facing supportVideo conference supportTeleconference equipment