IT Support Specialist

1 week ago


Vancouver, British Columbia, Canada Amazon Full time

About the Role

We're seeking a skilled IT Support Specialist to join our team at Amazon. As an IT Support Specialist, you will be responsible for providing top-notch technical support to our employees across various locations.

Key Responsibilities

  • On-site troubleshooting of AV systems, including complex integrated systems such as large conference rooms, training rooms, and executive rooms.
  • 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.
  • Maintaining communication with customers and stakeholders, informing them of incident progress via thorough ticket documentation and the use of Standard Operating Procedures (SOPs).
  • Collaborating on technical documentation and SOPs, incorporating field learnings and customer feedback.
  • Acquiring and maintaining current knowledge of relevant IT policies in order to provide technically accurate solutions to users.
  • Providing comprehensive technical support to Amazon Corporate employees.
  • Performing hardware procurement and asset management.
  • Troubleshooting/support LAN and on-site servers via tickets, alerts, and change management.
  • Ticket queue management.
  • Handling to completion requests and technical project work.
  • Providing on-call support for Sev1 and Sev2 incidents.
  • Handling escalations from Level 1 support.

Requirements

  • 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.
  • 1+ years of Windows Server technologies: AD, DFS, Print Services, SCCM experience.
  • 2+ years of corporate setting Windows, Mac, or Linux Operating systems support experience.
  • High school or equivalent diploma.
  • 2+ years of experience in the AV sector with a proven record of effectively commissioning, configuring, troubleshooting, or installing corporate AV systems/technologies such as Extron, Crestron, BiAmp, Cisco, Shure, and Poly; control systems, DTP systems, matrix switchers, extenders, and audio DSPs.
  • 2+ years of computer networking experience.
  • CTS, CTS-I, or CTS-D, or Cedia equivalent.

About Us

Amazon is committed to a diverse and inclusive workplace. We are an equal opportunity employer and do not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, disability, age, or other legally protected status.

Compensation

The estimated annual salary for this position ranges from $52,100 to $87,000, depending on factors such as job-related knowledge, skills, and experience. Amazon offers a total compensation package that includes equity, sign-on payments, and other forms of compensation, in addition to a full range of medical, financial, and/or other benefits.



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