1+ years of experience in IT help-desk or desk-side environment
- Advanced written and spoken English level
- Advanced written and spoken Portuguese level
- High School diploma
- Experience in Windows, Mac OS environments
- Proven ability to communicate with technical and non-technical staff
Amazon's IT Support is the first point of contact for technical support service requests.
Our IT Support Associate I spends their day fielding incoming chats, calls, and online requests from Amazon Corporate and its subsidiary employees worldwide.
The successful IT Support Associate I 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 have demonstrated ability to maintain high levels of productivity while maintaining quality support.
Key job responsibilities
- Provide basic technical support to Amazon Corporate employees worldwide.
- 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.
- Create and submit detailed call logs documenting customer interactions that are accurate, thorough, and timely.
Informs customer of needed repairs and answers basic questions.
- Ensures that customer understands and is satisfied with work completed.
- Follow all standard operating procedures (SOP) through the effective use of knowledge management.
- Acquire and maintain current knowledge of relevant policies in order to provide technically accurate solutions to users
- Assist with activities to triage and escalate any system or network outage to reduce downtime.
- Assist with remote assistance in Teleconferencing systems and AV presentation equipment.
- Adherence to shift schedules and timeliness are key requirements
- Willingness to work flexible shifts and scheduling, weekends, and holidays
San Jose, SJ, CRI
- Bachelor's degree in Computer science or IT related field.
- Advanced Linux systems administration skills / certification
- Microsoft MCSE, MCITP Systems Administrator (Active Directory)
- Cisco CCNA certification
- Strong troubleshooting skills of very complex systems
- Ability to explain complex IT concepts in simple terms
- Ability to manage high priority projects
- Proven ability to work successfully with limited supervision
