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
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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
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.
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.
Preferred
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
Benefits
Full range of medical, financial, and/or other benefits
Company
Amazon
Amazon is a tech firm with a focus on e-commerce, cloud computing, digital streaming, and artificial intelligence.
10,001+ employees
H1B Sponsorship
Amazon has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2023 (14000)
2022 (23375)
2021 (15334)
2020 (14558)
Funding
Current Stage
Public CompanyTotal Funding
$8.11BKey Investors
Kleiner Perkins
2023-01-03Post Ipo Debt· $8B
2001-07-24Post Ipo Equity· $100M
1997-05-15IPO· undefined
Leadership Team
Andrew Jassy
President, and CEO
Douglas J. Herrington
CEO, Worldwide Amazon Stores
Recent News
The Romania Journal
2024-11-21
2024-11-21
2024-11-21
Company data provided by crunchbase
