IT Support Assoc II​/GSD), GSD

Position: IT Support Assoc II (GSD), GSD Amazon's IT Services support is the first point of contact for technical support service requests. Our IT Support Technician spends their day fielding incoming support chats, calls, and online requests on behalf of Amazon Corporate and its subsidiary employees worldwide. The successful IT Support Specialist will be customer-focused and motivated by team success. They will be innovative, adaptable to new processes and procedures quickly, and capable of handling a high volume of requests. The candidate should also be committed, flexible, and able to maintain high productivity levels while ensuring quality support.

Responsibilities

• Provide comprehensive technical support to Amazon Corporate employees worldwide.
• Research, resolve, and respond to inquiries received via web chat, telephone calls, email, and ticketing system promptly, following team standards.
• Diagnose and troubleshoot end-user computing problems, including analyzing issues, identifying appropriate resources, testing fixes, and following up to ensure resolution.
• Create and submit detailed call logs documenting customer interactions accurately and thoroughly.
• Inform customers of needed repairs and answer basic questions, ensuring customer understanding and satisfaction.
• Follow all standard operating procedures (SOP) using Knowledge management tools.
• Manage a case load of 15-25 tickets.
• Maintain current knowledge of relevant support policies to provide accurate solutions.
• Assist in activities to triage and escalate system or network outages to minimize downtime.Qualifications
• Bachelor’s degree in Computer Science or related field, or equivalent experience.
• At least 1 year of help-desk or desk-side support experience.
• Knowledge of Microsoft Windows 10 and one or more of the following:

Mac OS X, Linux.

• Strong verbal and written communication skills for interacting with technical and non-technical staff.
• Ability to work independently and as part of a team.
• Commitment to quality and strong multi-tasking skills.
• Adherence to shift schedules and punctuality are essential.
• Willingness to work flexible shifts, including weekends and holidays.

Certifications and Experience

• Relevant certifications such as CompTIA A+, Network+, Cisco/CCNA, Linux (Redhat), Microsoft hardware, AWS, or similar.
• Experience in a dynamic environment with high customer service demands.

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