IT Support Engineer I, Operations Technology Solutions (OTS)

IT Support Engineer I, Operations Technology Solutions (OTS)

Operations is at the heart of Amazon?s business. We are known for our speed, accuracy, and exceptional service. Our buildings deliver tens of thousands of products to hundreds of countries worldwide, every day. OTS provides nonstop global IT support to Amazon Operations as a vital piece to the puzzle. We are looking for self-motivated individuals to take on new challenges and motivate teams in fostering solutions to the hurdles we face. Together, we take ownership for what we do ? whether supporting IT infrastructure, developing new technology in-house, launching a new Amazon Operations facility, or delighting our customers by delivering packages directly to them.

About The Role
As an IT Support Engineer I, you will use your knowledge and specialized skills to implement technical solutions and provide high quality support for computer hardware, operating systems, or enterprise application software across sites in a defined geographical area. You are able to determine when it is appropriate to deviate from a standard practice to accomplish the desired result. You can troubleshoot and solve straightforward problems that do not have defined SOPs.

Key job responsibilities
• Level 1 technical support for fulfillment center operations, covering a multitude of technical disciplines across multiple sites, ensuring infrastructure networking and computing systems remain available during production hours.
• Allocating and maintaining IT equipment, managing multiple customer requests simultaneously.
• Troubleshooting of IT equipment, such as PCs, wireless handheld devices, thin clients, printers and other end user devices.
• Return Merchandise Authorization (RMA) and repair process for devices under warranty.
• Participate in regular internal training and proactively study new and improved technologies to continue to enhance customer support and optimization of service.

Minimum Requirements
• 1+ 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.
• Understanding of networking concepts such as DNS, DHCP, Email, SSL, OSI Model, and TCP/IP protocols and applications.
• High school diploma or equivalent.
• Commitment to working a flexible schedule/shift/work area, including weekends, days and nights.
• Ability to lift 50 lbs /22kgs, as well as to stand and walk for 10-12 hours at a time.
• 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.
• Experience explaining complex IT concepts to non-technical stakeholders.
• Experience managing high priority projects.

IDE statement:
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, disability, age, or other legally protected attributes.
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