IT Support Engineer I, IT Support

About the role

As an ITS Support Engineer, you'll be the go-to knowledge expert for Amazon's corporate employees, providing seamless end-to-end services and frictionless on-site technical support to ensure productivity remains secure and uninterrupted. You will own the overall IT experience, guaranteeing employees have the tools and resources needed to be successful, innovative, and efficient. You will work independently or collaborate with partner teams and contractors, managing projects while maintaining high productivity. Acting as a mentor and main partner for escalations, you will adapt quickly to new processes and procedures.

Responsibilities

• Deliver on-site, high-quality, hands-on support diagnosing, troubleshooting, and resolving issues, evaluating log files to determine system, software, and hardware health.
• Provide on-call support for high-severity incidents and act as an escalation point of contact for the team.
• Assist with triaging and escalating system or network outages to reduce downtime.
• Understand and execute change management activities in a high-availability environment.
• Participate with partner teams and vendors on continuous improvement projects, defining requirements and managing execution to deliver operational excellence.
• Effectively manage and oversee IT asset inventories.
• Participate in hiring efforts, training, and developing peers and new team members as a mentor, leveraging diverse perspectives.
• Continuously expand skills, learning the latest technologies, and maintaining knowledge of IT policies to provide technically accurate solutions.

Requirements

• High school diploma or equivalent.
• Experience in customer-facing roles.
• 2+ years of experience in a corporate setting supporting Windows, Mac, or Linux operating systems.
• 2+ years of networking experience (such as DNS, DHCP, SSL, OSI Model, and TCP/IP).
• 2+ years of troubleshooting in a multi-user, high-availability environment.
• 2+ years of PC repair, troubleshooting, deployment, and liquidation experience.
• Ability to work a flexible schedule/shift/work area, including weekends, nights, and/or holidays.
• Strong English-language communication skills, both written and verbal.

Preferred Qualifications

• Bachelor's degree in Computer Science, Information Technology, or a related field.
• CompTIA A+, CompTIA Network+, Cisco/CCNA, Linux (Redhat), Microsoft hardware (installation), AWS, or other industry-relevant certifications.
• Experience in technical support, deploying, managing, and optimizing Microsoft Windows Server and Active Directory.
• Experience supporting video conference and teleconference equipment.
• Strong analytical skills, attention to detail, and effective communication abilities.
• Experience in software development.
• Ability to write simple scripts in an administrative language.
• Proven ability to develop clear, concise change management and standard operating procedure (SOP) documentation.

About the team

Our IT Services team is a dynamic and diverse group of passionate problem-solvers who thrive on challenges and continuously push the boundaries of innovation. We foster an inclusive and collaborative environment where every voice is heard, and every idea is valued. Join us and be part of a team that truly makes a difference in the lives of Amazonians worldwide.

• Inclusive Team Culture: Here at Amazon, it's in our nature to learn and be curious. Our employee-led affinity groups foster a culture of inclusion that empowers us to be proud of our differences. Ongoing events and learning experiences inspire us to embrace our uniqueness.
• Mentorship and Career Growth: We continuously raise our performance bar as we strive to become Earth's Best Employer. We embrace curiosity and continuous learning, empowering you to grow both personally and professionally through mentorship, knowledge-sharing, and career-advancing resources.

Pay

USA, WA, Bellevue - $25.00 - $41.00 USD hourly.

Benefits

• Sign-on payments and restricted stock units (RSUs).
• Comprehensive health insurance (medical, dental, vision, prescription, Basic Life & AD&D insurance, and optional supplemental life plans).
• Employee Assistance Program (EAP) and Mental Health Support.
• Medical Advice Line and Flexible Spending Accounts.
• Adoption and Surrogacy Reimbursement coverage.
• 401(k) matching.
• Paid time off and parental leave.

Learn more about our benefits at amazon.jobs/en/benefits.