IT Support Engineer

3 days ago

Toronto, Ontario, Canada Amazon Full time
About the Role

We are seeking a highly skilled and motivated IT Support Engineer to join our team at Amazon. As an IT Support Engineer, you will be responsible for providing technical support to Amazon Corporate employees, including end-user support, Windows/Mac/Linux OS deployment and support, on-site troubleshooting, and communication with manufacturers and vendors.

Key Responsibilities
  • Provide comprehensive technical support to Amazon Corporate employees
  • Provide end-user, Windows/Mac/Linux OS deployment and support
  • On-site troubleshooting of AV systems, particularly complex integrated systems such as large conference rooms, training rooms, executive rooms, and bespoke or legacy systems
  • Working with on-premise IT technicians, contractors, and integrators through troubleshooting and repair procedures
  • Communicating with manufacturers and vendors to arrange repair or RMA of faulty equipment and managing local inventory
  • Acquire and maintain current knowledge of relevant IT policies in order to provide technically accurate solutions to users
  • Perform hardware procurement and asset management
  • Troubleshoot/support LAN and on-site servers via tickets, alerts, and change management
  • Create and maintain documentation
  • Ticket queue management
  • Handle to completion requests and technical project work
  • Assist with activities to triage and escalate any system or network outage to reduce downtime
  • Provide on-call support for Sev1 and Sev2 incidents
  • Handle escalations from Level 1 support
  • Follow, update, and create standard operating procedures (SOP) to improve the team's knowledge management
Requirements
  • 1+ years of Windows Server technologies: AD, DFS, Print Services, SCCM experience
  • 2+ years of troubleshooting in a multi-user high availability environment experience
  • 2+ years of PC repair, troubleshooting, deployment, and liquidation experience
  • 1+ years of IT client, server, and network service delivery experience
  • 2+ years of networking (such as DNS, DHCP, SSL, OSI Model, and TCP/IP) experience
  • 2+ years of corporate setting Windows, Mac, or Linux Operating systems support experience
  • 2+ years of supporting and maintaining a corporate network environment experience
  • High school or equivalent diploma
  • Experience supporting video conference and teleconference equipment
  • 2+ years of computer networking experience
About Amazon

Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, disability, age, or other legally protected status. If you would like to request an accommodation, please notify your Recruiter.

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