Description

Amazon's IT Services Support team provides IT support for Amazon employees worldwide. Our customers engage us via phone, chat, or trouble ticketing. The IT Support Engineer I is responsible for complex troubleshooting across computer hardware, operating systems, and enterprise application software. You will support operational excellence and service delivery while handling complex technical situations. You will also be committed, flexible, and have demonstrated ability to maintain high levels of productivity while maintaining quality support.

Key job responsibilities
Research, resolve, and respond to inquiries received via chat, voice calls, ticketing system, all in a timely manner, in accordance with team standards.

Creates and submits detailed call logs documenting customer interactions that are accurate, thorough, and timely.

Diagnose and troubleshoot end user computing problems including analyzing the problem, identification of appropriate resources, testing of proposed fixes, and follow-up to ensure the problem has been resolved.

Manage concurrent support conversation.

Escalate complex issues to appropriate specialist teams and update Knowledge base articles for future reference.

Contribute to knowledge base documentation by using Knowledge Management system

Use remote support tools to assist users

Advocate for customers focused excellence

Building effective cross-team collaborations while driving process efficiency and knowledge sharing initiatives.

A day in the life
The day begins by logging into IT Support systems and applications needed for contact center operations. The IT Support Engineer I review team communications, knowledge base updates, and system alerts that may impact support activities.

Throughout the shift, they handle technical support inquiries through phone, chat, and tasks. Common issues include access, software troubleshooting, network connectivity, and hardware-related concerns. They utilize remote support tools to assist users globally. They are also responsible for creating new IT knowledge base articles.

They document interactions in the ticketing system, escalate complex issues to partnering teams, and follow up on pending tickets. The role includes participating in team meetings and training sessions, keeping up with trending issues on Slack channels.

About the team
The IT Services, Global Service Desk team provides frontline technical support to Amazonians globally through remote channels. This team of IT professionals handles a wide range of technology issues, from access management to hardware and software support, while maintaining service quality and customer satisfaction standards.