IT Support Engineer II, Ops Tech Solutions (OTS)
Operations is at the heart of Amazon’s business. We are known for our speed, accuracy, and exceptional service. Our buildings deliver tens of thousands of products to hundreds of countries worldwide, every day. Operations Technology Solutions provides nonstop global IT support to Amazon Operations as a vital piece to the puzzle. We are looking for self-motivated individuals to take on new challenges and motivate teams in fostering solutions to the hurdles we face. Together, we take ownership for what we do — whether supporting IT infrastructure, developing new technology in-house, launching a new Amazon Operations facility, or delighting our customers by delivering packages directly to them.
About The Role
As an IT Support Engineer II, you will use your technical knowledge and specialized skills to support, build, implement, and improve technology solutions across sites in a defined geographical area. You are able to manage large projects with minimal guidance that affect multiple locations in a region. You are able to resolve customer issues in time of crisis to get them working again. You are actively expanding your scope of knowledge by learning about software design patterns, data structures, AWS technologies, and distributed systems concepts.
Responsibilities
- Troubleshooting difficult IT problems without SOPs.
- Planning and coordinating CMs and CM templates.
- Collaborating with internal teams or vendors to execute projects.
- Leading continuous improvement efforts.
- Auditing the quality of work performed and provide constructive feedback when necessary.
- Automating manual tasks; create/improve small tools that help make team operations more efficient.
- Serving as the first point of escalation.
- Participating in hiring, training, and development of others.
- Moving up to 49 lbs as well as standing and walking during shifts lasting 12 hours.
- Supporting customers from multiple buildings in the area, as well as remote customers.
- Traveling within your local or regional area to support our customers.
Requirements
Basic Qualifications
- High school or equivalent diploma
- 4+ years of IT systems or relevant commercial production environment experience
- 4+ years of Microsoft administration, Linux administration, or Cisco IOS (CLI) experience
- 4+ years of troubleshooting in a multi-user high availability environment experience
- 4+ years of networking (such as DNS, DHCP, SSL, OSI Model, and TCP/IP) experience
- 4+ years of PC repair, troubleshooting, deployment, and liquidation experience
- 3+ years of IT client, server, and network service delivery experience
- Possess and maintain a current, valid Driver License
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 communicating complex ideas to technical and non-technical audiences
- Strong verbal and written communication skills
- Experience managing multiple projects, prioritizing, planning, and managing time
- Strong troubleshooting skills of very complex systems
Benefits
- Comprehensive healthcare benefits starting on Day 1
- Matching 401(k) program
- Up to 20 weeks of paid parental leave
- Casual dress code (jeans, t-shirts, safety shoes, and at times a neon safety vest)
- Health insurance (medical, dental, vision, prescription, Basic Life & AD&D insurance, and option for Supplemental life plans)
- Employee Assistance Program (EAP) and Mental Health Support
- Medical Advice Line
- Flexible Spending Accounts
- Adoption and Surrogacy Reimbursement coverage
Pay
USA, NC, Garner - $60,700.00 - $106,300.00 USD annually. Your Amazon package will include sign-on payments and restricted stock units (RSUs). Final compensation will be determined based on factors including experience, qualifications, and location.