IT Support Engineer

4 weeks ago

Old Toronto, Ontario, Canada Amazon Full time
About the Role

Amazon is seeking a highly skilled and motivated IT Support Engineer to join our team. As an IT Support Engineer, you will be responsible for providing technical support to Amazon Corporate employees, troubleshooting and resolving technical issues, and collaborating with cross-functional teams to drive continuous improvement of the customer experience.

Key Responsibilities
  • Provide technical support to Amazon Corporate employees, including troubleshooting and resolving technical issues
  • Collaborate with cross-functional teams to drive continuous improvement of the customer experience
  • Work with on-premise IT technicians, contractors, and integrators to troubleshoot and repair technical issues
  • Communicate with manufacturers and vendors to arrange repair or replacement of faulty equipment
  • Maintain communication with customers and stakeholders, informing them of incident progress via thorough ticket documentation and the use of Standard Operating Procedures (SOPs)
  • Collaborate on technical documentation and SOPs, incorporating field learnings and customer feedback
  • Acquire and maintain current knowledge of relevant IT policies to provide technically accurate solutions to users
  • Provide comprehensive technical support to Amazon Corporate employees, including Windows, Mac, and Linux OS deployment and support
  • Perform hardware procurement and asset management
  • Troubleshoot and support LAN and on-site servers via tickets, alerts, and change management
  • Manage ticket queues and handle to completion requests and technical project work
  • Provide on-call support for Sev1 and Sev2 incidents and handle escalations from Level 1 support
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
Preferred Qualifications
  • 2+ years of computer networking experience

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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