Amazon is not an average retailer and this is definitely not your average job. We'll give you the opportunity to really make a difference to our business. We're looking for an exceptional professional with outstanding technical skills who has what it takes to make us the place for people to come to find anything they might want to buy online, with the opportunity to fulfill the Amazon motto to "Work Hard. Have Fun. Make History."
THE ROLEThis is a technical support position where the successful individual will be required to provide support to all levels of customer issues. The ability to build productive relationships with colleagues at remote sites around the world will make you successful in this role as will patience and a sense of humour.
This position requires hands-on experience across a wide IT scope, including PC hardware, IT infrastructure (hardware and software), software application and development, and O/S support experience (including installation, configuration, and troubleshooting). In short, have hands-on experience supporting all levels of IT infrastructure whether on Windows, Linux/Unix, and Macintosh platforms, including wired and wireless networking. The ability to support customers via remote channels such as voice and chat will also be a requirement.
ResponsibilitiesProvide comprehensive technical support to Amazon employees worldwide.Research, respond and resolve inquiries via ticketing system, live chat, phone, and email all in a timely manner, in accordance with organisational standards.Diagnose and troubleshoot end user computing problems including analysing the problem, identification of appropriate resources, testing proposed fixes and follow-up to ensure the problem has been resolved.Create and submit detailed ticket logs documenting customer interactions that are accurate, thorough, and timely.Manage a fluctuating case count of trouble tickets.Acquire and maintain knowledge of relevant policies in order to provide technically accurate solutions to users.Provide on-call support for Sev 1 and Sev 2 incidents whether for a site or across multiple sites/regions.Follow, update, and create standard operating procedures (SOP) to improve the teams' knowledge management.Assist with coaching and developing talent at the role level.Ability to liaise with vendors for all steps of the procurement process.Must be willing to work in a fast-paced and growing European and global environment where some travel may be required.This role is not remote and requires on-site presence from Monday to Friday. BASIC QUALIFICATIONSQualifications:
- English skills.
- Excellent customer-facing skills.
- Strong analytical skills with demonstrated problem-solving ability.
- Previous experience in which high levels of initiative, judgment, and tact have been demonstrated.
- Proven ability to operate in extreme high-pressure situations, successfully handle multiple competing priorities, and possess a high level of discipline while displaying a high degree of flexibility and professionalism.
- Must be willing to work in a fast-paced and growing European and global environment where some travel may be required.
- Ability to develop clear, concise documentation.
- Experience in procurement, inventory, and asset management of IT equipment as well as managing the IT life cycle.
- Superior technical aptitude, written and oral communication skills, and experience, with the ability to deal effectively with people at different levels and in different situations.
- Hardware knowledge/experience - support and repair.
PREFERRED QUALIFICATIONSTechnical Qualifications:
- An advanced understanding of technical issues, both hardware and software, for infrastructure (servers, networking, telephony) and end-user equipment.
- Understanding of core internet technologies - DHCP, DNS, TCP/IP, mail transport/s.
- Active Directory and Windows Server administration. Windows 10 system support.
- Linux/Unix system support and ability to write simple scripts in some administrative language.
- Apple Mac OSX support.
- Support of office/productivity software including Microsoft Office.
- Mobile device support such as iPhone and/or Android.
- Video conferencing setup and troubleshooting.
- VPN client support.
- A broad understanding of networking technologies both wired and wireless. Port-level troubleshooting of Cisco switches and data cabling knowledge.
- A good understanding of VoIP technologies.
- Ability to understand and execute change management activities.
- Ability to liaise with vendors for all steps of the procurement process.
Posted: January 17, 2024 (Updated 15 days ago)
Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.
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