ITS Support Engineer I, IT Services On-premise ID-3954

Bachelor’s degree in Computer Science or IT related field
Excellent customer facing skills
2+ years of technical experience in a corporate environment supporting Windows, Mac and/or Linux
2+ years of experience with client, server and network services DNS, DHCP, OSI Model and TCP/IP
2+ years of experience troubleshooting in a multi-user high availability environment
2+ years of experience with PC repair, troubleshooting, deployment and liquidation
1+ years of experience working with Windows Server technologies AD, DFS, Print Services, SCCM
Occasional travel required based on needs of the business
Proficient in the English language

At Amazon, we strive to be Earth’s most customer-centric company, where people can find and discover anything they want to buy online. We hire the world’s brightest minds, offering them an environment in which they can relentlessly improve the experience for customers. Amazon has an immediate opening for an IT Support Associate in Cebu, Philippines.

Amazon’s IT Services (ITS) supports technical incidents and service requests for Amazon Corporate and subsidiary employees worldwide. The successful IT Support Associate 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 have the ability to maintain high levels of productivity along with high quality support, meeting or exceeding customer expectations.

ITS values diversity of thought and wants to grow through hiring people from a wide range of backgrounds, cultures and experiences, allowing us to continue to innovate in support of our customers.

Key job responsibilities

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Deliver on-site, high quality, hands-on support diagnosing, troubleshooting and resolving issues successfully, evaluating log files to determine the health of systems, software and hardware
Manage the ticket queue to support fluctuating case counts of trouble tickets, ensuring the customer is consistently updated on next steps through resolution
Provide on-call support for high severity incidents and act as an escalation point of contact for team
Assist with activities to triage and escalate system or network outages to reduce downtime
Understand and execute change management activities in a high availability environment
Participate with partner teams and vendors to identify continuous innovative improvement projects, defining requirements and managing execution to deliver operational excellence and value
Effectively manage and oversee IT asset inventories
Participate in hiring efforts, training and developing peers and new team members as a mentor, seeking and leveraging diverse perspectives in all activities
Continuously expand skills, learning the latest technologies and maintaining knowledge of IT policies to provide technically accurate solutions
Travel between local area buildings as required and occasional travel to other cities may be required
CompTIA A+, CompTIA Network+, Cisco/CCNA, Linux (Redhat), Microsoft hardware (installation), AWS, or other industry relevant certifications
Experience in Active Directory and Windows Server backup solutions
Experience with audiovisual, video conferencing or event support
Ability to write simple scripts in an administrative language
Strong analytical skills with demonstrated problem solving abilities
Proven ability to develop clear, concise change management and standard operating procedure (SOP) 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 https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner