IT Support Desktop Engineer, IT Services On-premise

Description

At Amazon, we strive to be Earth's most customer-centric company, where people can find and discover anything they want to buy online. We hire the world's brightest minds, offering them an environment in which they can relentlessly improve the experience for customers. Amazon has an immediate opening for an IT Support Associate in Cebu, Philippines.

Amazon's IT Services (ITS) supports technical incidents and service requests for Amazon Corporate and subsidiary employees worldwide. The successful IT Support Associate will be customer focused and motivated by team success. You will be innovative, and able to adapt to new processes and procedures quickly while dealing with a high volume of requests. You will have the ability to maintain high levels of productivity along with high quality support, meeting or exceeding customer expectations.

ITS values diversity of thought and wants to grow through hiring people from a wide range of backgrounds, cultures and experiences, allowing us to continue to innovate in support of our customers.

Key job responsibilities

• Deliver on-site, high quality, hands-on support diagnosing, troubleshooting and resolving issues successfully, evaluating log files to determine the health of systems, software and hardware
• Manage the ticket queue to support fluctuating case counts of trouble tickets, ensuring the customer is consistently updated on next steps through resolution
• Provide on-call support for high severity incidents and act as an escalation point of contact for team
• Assist with activities to triage and escalate system or network outages to reduce downtime
• Understand and execute change management activities in a high availability environment
• Participate with partner teams and vendors to identify continuous innovative improvement projects, defining requirements and managing execution to deliver operational excellence and value
• Effectively manage and oversee IT asset inventories
• Participate in hiring efforts, training and developing peers and new team members as a mentor, seeking and leveraging diverse perspectives in all activities
• Continuously expand skills, learning the latest technologies and maintaining knowledge of IT policies to provide technically accurate solutions
• Travel between local area buildings as required and occasional travel to other cities may be required
  
  

Basic Qualifications

• Bachelor’s degree in Computer Science or IT related field
• Excellent customer facing skills
• 2+ years of technical experience in a corporate environment supporting Windows, Mac and/or Linux
• 2+ years of experience with client, server and network services DNS, DHCP, OSI Model and TCP/IP
• 2+ years of experience troubleshooting in a multi-user high availability environment
• 2+ years of experience with PC repair, troubleshooting, deployment and liquidation
• 1+ years of experience working with Windows Server technologies AD, DFS, Print Services, SCCM
• Occasional travel required based on needs of the business
• Proficient in the English language
  
  

Preferred Qualifications

• CompTIA A+, CompTIA Network+, Cisco/CCNA, Linux (Redhat), Microsoft hardware (installation), AWS, or other industry relevant certifications
• Experience in Active Directory and Windows Server backup solutions
• Experience with audiovisual, video conferencing or event support
• Ability to write simple scripts in an administrative language
• Strong analytical skills with demonstrated problem solving abilities
• Proven ability to develop clear, concise change management and standard operating procedure (SOP) documentation
  
  

Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.


Company - Amazon Operation Services Philippines, Inc.

Job ID: A2850962