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Company Name : Amazon Web Services, Inc.
Location : Arlington, VA
Position : IT Services Support Associate
Job Description : 6+ months of experience in IT help-desk or desk-side environment
High school diploma
Experience in Windows, Mac OS environments’
Job summary
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.
Responsibilities include:
Provide basic technical support to Virtual Amazon 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 troubleshoots end user computing problems including analyzing the problem, identification of appropriate resources, testing of proposed fixes and follow-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.
Physical Requirements:
Adherence to shift schedules and timeliness are key requirements
Willingness to work flexible shifts and scheduling, weekends, and holidays
Associate’s degree in Computer science or IT related field.
Experience with AV Conferencing Systems
Experience with networking hardware including switches/routers/firewalls
Linux OS Experience
Ability to troubleshoot & repair PC hardware
Strong verbal skills proven ability to communicate with technical and non-technical staff
Ability to work both independently and within a team environment
Display a commitment to quality and strong multi-tasking skills
Adherence to shift schedules and timeliness are key requirements
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. For individuals with disabilities who would like to request an accommodation, please visit https://www.amazon.jobs/en/disability/us.
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