Support Associate, IT Services; Global Service Desk

ITS Support Associate, IT Services (Global Service Desk)

Amazon's IT Services support is the first point of contact for technical support requests. Our IT Support Technician spends their day fielding incoming support chats, calls, and tickets 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 able to manage a high volume of requests while maintaining quality support.

• Provides comprehensive technical support to Amazon Corporate employees worldwide.
• Research, resolve, and respond to inquiries received via web chat, telephone calls, email, and ticketing system in a timely manner, in accordance with team standards.
• Diagnose and troubleshoot end‑user computing problems; analyze the issue, identify appropriate resources, test proposed fixes, and follow up to ensure resolution.
• Creates and submits detailed contact logs documenting customer interactions that are accurate, thorough, and timely.
• Informs customers of needed repairs and answers basic questions, ensuring customer satisfaction.
• Follow all standard operating procedures (SOP) through effective use of knowledge management.
• Manage a case count between 15 – 25 phone/chat/tickets.
• Acquire and maintain current knowledge of relevant support policies to provide technically accurate solutions.
• Assists with triage and escalation of system or network outages to reduce downtime.
• Adherence to shift schedules and timeliness are key requirements.
• Willingness to work flexible shifts (24/7 model, weekends, and holidays).

• 1+ years of corporate setting Windows, Mac, or Linux operating system support experience.
• Experience troubleshooting integrated and interdependent computer systems.
• Experience with network troubleshooting and support.
• Bachelor's degree or equivalent.

• 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 level of customer service.

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