IT Support Assoc II ONS , IT Services Variable - Amazon.com

DESCRIPTION

• Provide ticket-based, walk-up and remote Helpdesk support for Amazon’s growing multi-site user base and environments.
• Direct internal and external service provider engagements, as needed, in the processing of support requests for effective and timely resolution of issues.
• Manage various routine processes such as new hire onboards, computer life cycle management, asset management, computer imaging, hardware warranty support and hardware recycling.
• Participate in the development, implementation and administration of processes and procedures to ensure the reliability, recoverability, and optimum performance of user hardware and local services.
• Work in tandem with the rest of the IT Operations team to uphold system SLAs with a rotating On-call schedule for production support issues.
• Research, procure, vet and deploy new hardware and software solutions.

BASIC QUALIFICATIONS

• 3+ years of corporate setting Windows, Mac or Linux Operating systems support experience
• Experience troubleshooting integrated and interdependent computer systems
• Experience maintaining zebra thermal printers, troubleshooting thin clients, PCs, scanners, and portable handheld terminals
• Experience in technical support, or experience in managing and troublshooting network and experience working with REST API based services
• Experience with software or hardware troubleshooting and device connectivity
• Experience troubleshooting networks like TCP/IP, DNS, routing, switching, firewalls, LAN/WAN, traceroute, iperf, dig or curl
• Experience in procurement, inventory and asset management of IT equipment as well as IT lifecycle
• Experience creating process documentation
• Bachelor's degree or equivalent

PREFERRED QUALIFICATIONS

• CompTIA A+, CompTIA Network+, Cisco/CCNA, Linux (Redhat), Microsoft hardware (installation), AWS, or other industry relevant certifications
• Experience in a dynamic environment with a high degree of customer service