Jobs at Amazon – IT Support Associate II

Job Description:

IT Services is looking for a talented, driven, and customer focused IT Support Associate II part time (20-29 hours a week), to perform remote IT Support. IT Support is the first point of contact for technical support service requests. Our IT Support Associate II spends their day fielding incoming chats, calls, and online requests from Amazon Corporate and its subsidiary employees worldwide. The successful IT Support Associate II will be customer focused and motivated by team success. You will be innovative, energetic, and able to adapt to new processes and procedures quickly while dealing with a high volume of requests. You will also be committed, flexible, and demonstrate the ability to maintain high levels of productivity while maintaining quality support.

Job Responsibilities:

• Informs customer of needed repairs and answers basic questions. Ensures that customer understands and is satisfied with work completed.
• Diagnose and troubleshoot end user computing problems including analyzing the problem, identifying the appropriate resources, testing proposed fixes and following up to ensure the problem has been resolved.
• Follow all standard operating procedures (SOP) through the effective use of knowledge management.
• Assist with activities to triage and escalate any system or network outage to reduce downtime.
• Create and submit detailed call logs documenting customer interactions that are accurate, thorough, and timely.
• Provide basic technical support to Amazon Corporate employees worldwide.
• Acquire and maintain current knowledge of relevant policies in order to provide technically accurate solutions to users.
• 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.

Job Requirements:

• Proven ability to communicate with technical and non-technical staff.
• 1+ years of experience in IT help-desk, desk-side environment or call center experience.
• Associate in Computer Science or related field
• Microsoft MCSE, MCITP Systems Administrator (Active Directory)
• Bachelor’s degree in Computer science or IT related field
• Advanced Linux systems administration skills
• 1+ years of experience supporting Windows, Mac and/or Linux Operating systems in a corporate setting.
• High school diploma

Job Details:

Company: Amazon

Vacancy Type: Part Time

Job Location: Vaughan, Ontario, CA

Application Deadline: N/A

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