IT Support Assoc II(ONS)

at  Amazon Web Services Argentina

• 1+ years of Windows Server technologies: AD, DFS, Print Services, SCCM experience
• 2+ years of troubleshooting in a multi-user high availability environment experience
• 2+ years of PC repair, troubleshooting, deployment and liquidation experience
• 1+ years of IT client, server, and network service delivery experience
• 2+ years of networking (such as DNS, DHCP, SSL, OSI Model, and TCP/IP) experience
• 2+ years of corporate setting Windows, Mac or Linux Operating systems support experience
• 2+ years of supporting and maintaining a corporate network environment experience
• High school or equivalent diploma

Amazon’s IT Support is the first point of contact for technical support service requests. Our IT Support Associate II spends their day fielding incoming chats, calls, and online requests from Amazon Corporate and its subsidiary employees worldwide. The successful IT Support Associate II 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 demonstrate the ability to maintain high levels of productivity while maintaining quality support.

• Provide basic technical support to Amazon Corporate employees worldwide.
• Research, resolve, and respond to inquiries received via web chat, telephone calls, email, ticketing system, all in a timely manner, in accordance with organizational standards.
• 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
• 2+ years of computer networking experience
• Experience supporting video conference and teleconference equipment

Please refer the Job description for details