IT Services Support Specialist, GSD

Location: Via Milano

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. You will be innovative, 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.

Key job responsibilities

Provides comprehensive technical support to Amazon Corporate 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 team 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.

Creates and submits 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.

Manage a case count between 26-30 phone/chat/tickets.

Acquire and maintain current knowledge of relevant support policies in order to provide technically accurate solutions to users.

Assists with activities to triage and elevate any system or network outage to reduce downtime.

Basic Qualifications1+ 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

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

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 (Use the "Apply for this Job" box below). for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.

Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.
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