IT Support Associate II, OPSTech IT -Service Desk
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About Opstech Solutions - Service Desk (OTS-SD)
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 IT provides continuous global IT support to Amazon Operations as a vital piece to the puzzle. 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. OTS IT provides global IT support to Amazon Operations, including Fulfillment, Sortation, Logistics, and Last Mile...
About The Role
The OTS Global Service Desk is a virtual extension of field IT teams, providing prompt and professional remote IT assistance to team members, partner organizations, and customers across the global fulfillment organization
The team operates with a #BetterTogether and #OneTeam mindset in service of shared organizational goals
The role involves troubleshooting technical issues, enabling access to critical systems, and resolving customer queries through voice and chat interactions
The team leverages the latest tools and continuously hones skills to deliver efficient, effective solutions that keep workflows running smoothly
Every interaction is approached with a dedicated focus on customer satisfaction, ensuring a positive support experience
Key job responsibilities
1. Offer remote support for requests received through voice and chat interactions, incidents, and service requests assigned in ServiceNow, ensuring first-contact resolution and adherence to defined SLA targets
2. Effective Communication Skills: Demonstrating proficiency in clear and concise communication. This role needs interaction with Amazon Internal customers it includes APAC/EMEA/AMER Operation /IT team/Customer support.
3. Adherence to standard operating procedures (SOPs) is fundamental to maintaining consistency and efficiency in daily operations.
4. Basic Knowledge on IT Troubleshooting on end user devices: Competence in resolving issues on various client devices, including desktops, laptops, printers, and scanners.
5. Basic Understanding and troubleshooting skills on Various Operating system specifically on Windows and Linux
6. This position requires a flexible work schedule involving rotational shifts basis the business requirement
7. Adherence to OTS Service Desk Goals: Response and Resolution SLA, CSAT, and effectively managing incidents.
- 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
- 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 providing customer-facing technical support with strong verbal and written communication skills
- Basic understanding of networking concepts (TCP/IP, DNS, DHCP, VPN)
- Experience with Active Directory account provisioning, password resets, and access management
- Familiarity with ITIL incident and request management processes
- Experience working against defined KPIs such as SLA, CSAT, MTTR, or first-contact resolution targets
- Experience creating or contributing to knowledge base articles or technical documentation
Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit for more information. If the country/region you're applying in isn't listed, please contact your Recruiting Partner.
Job ID: 152285727
Skills:
remote troubleshooting , desktop support, remote troubleshooting tools, ServiceNow ITSM
Skills:
DHCP, Dns, Servicenow, Vpn, Linux Operating Systems, Active Directory
Skills:
remote troubleshooting , desktop support, English-language communication skills, ServiceNow ITSM, remote troubleshooting tools
Skills:
remote troubleshooting , desktop support, ServiceNow ITSM, remote troubleshooting tools
Skills:
Linux Redhat, Cisco Ccna, AWS, Maintaining zebra thermal printers, Troubleshooting thin clients, Microsoft hardware installation, Troubleshooting integrated and interdependent computer systems, Linux Operating Systems
