Support Engineer II

This position is responsible for the installation, maintenance, and troubleshooting of desktop computers, peripherals, software, and related systems in a corporate environment.

Responsibilities

• Timely resolution of issues affecting hardware, software, and user permissions
• Routine hardware maintenance
• Provide basic technical support to employees worldwide via web chat, telephone calls, email, and ticketing systems
• Research, resolve, and respond to inquiries in a timely manner, adhering to organizational standards
• Diagnose and troubleshoot end-user computing problems, including analyzing issues, identifying resources, testing fixes, and following up to ensure resolution
• Create and submit detailed call logs documenting customer interactions accurately and thoroughly
• Inform customers of needed repairs and answer basic questions to ensure satisfaction
• Follow all standard operating procedures (SOP) using knowledge management tools
• Maintain current knowledge of relevant policies to provide technically accurate solutions
• Assist with triaging and escalating system or network outages to reduce downtime
• Support remote assistance for teleconferencing systems and AV presentation equipment
• Adhere to shift schedules and maintain timeliness as a key requirement

Requirements

• Detailed knowledge of basic computer concepts, PC hardware, and software troubleshooting
• Experience supporting Windows XP/7 and Server operating systems in a managed desktop environment
• Experience supporting Macintosh OS X (10.4 and upwards) is desirable
• Basic working knowledge of Linux/UNIX systems (Red Hat preferred) at a user level
• Solid knowledge of networks including Ethernet, TCP/IP, and Windows Server networking
• Self-motivated with the ability to work independently with minimal supervision
• Strong customer focus, motivation, and proactivity
• High standards for self and others
• Good verbal and written communication skills
• Strong attention to detail and organizational skills
• Ability to safely lift up to 50 lbs
• Willingness to work flexible shifts, weekends, and holidays

Qualifications

• 2+ years of experience supporting Windows, Mac, and/or Linux operating systems in a corporate setting
• High school diploma or equivalent; Associate in Computer Science or related field, or equivalent experience
• 2+ years of experience in a helpdesk or desk-side support environment
• Experience in Windows and Mac OS environments
• Strong verbal skills with the ability to communicate with technical and non-technical staff
• Ability to work both independently and within a team environment
• Commitment to quality and strong multitasking skills
• Bachelor’s degree in Computer Science or IT-related field (preferred)
• Microsoft MCSE, MCITP Systems Administrator (Active Directory) certification (preferred)
• Advanced Linux systems administration skills (preferred)
• Strong troubleshooting skills for complex systems (preferred)
• Ability to explain complex IT concepts in simple terms (preferred)
• ITIL Foundation Certification (preferred)
• Microsoft MCSA/MCSE certification (desirable)
• Additional vendor administrator-level certifications, especially Apple ACMT/ACSP and Cisco CCNA (preferred)
• 3-6 years of relevant work experience

Skills

• Windows, Mac, and Linux operating systems
• In-person help desk and remote support
• Hardware and software troubleshooting
• Networking (Ethernet, TCP/IP, Windows Server)
• Customer service and communication

Benefits

• Medical, dental, and vision coverage
• Critical illness, accident, and hospital insurance
• 401(k) Retirement Plan (pre-tax and Roth post-tax contributions available)
• Life insurance (voluntary life and AD&D for employees and dependents)
• Short- and long-term disability
• Health Spending Account (HSA)
• Transportation benefits
• Employee Assistance Program
• Time off/leave (PTO, vacation, or sick leave, eligibility requirements apply)

Pay

The pay range for this position is $30.00 - $33.00 per hour.

Schedule

• Willingness to work flexible shifts, weekends, and holidays
• Adherence to shift schedules and timeliness are key requirements

About the role

This is a contract, fully onsite position based in Boston, MA. The IT Support Associate II serves as the first point of contact for technical support service requests from Amazon Corporate and subsidiary employees worldwide. The role involves handling a high volume of requests while maintaining a customer-focused and team-oriented approach.