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IT SUPPORT ASSOC II

Job ID: 2304961 | AWS Australia Pty Ltd

Apply now


DESCRIPTION

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 Engineer in Canberra, Australia.

IT Support Engineers are Amazon’s front line when it comes to hands-on hardware
and software troubleshooting. The position supports corporate employees in a
variety of roles, from software developers to sales associates. Support
Engineers provide hands-on support for client hardware and software on Windows,
Mac, and Linux systems. They also support networking and local server resources
for their site. They are the face of IT for their local customers; they serve as
the liaison between site leadership and IT engineering teams. Regular activities
include troubleshooting client operating systems, PC imaging and repair, network
troubleshooting, project management, mentorship of junior technicians, systems
administration, telecom administration, and hardware procurement.

Our IT Support Engineer also spends their day fielding incoming support chats,
calls and online requests on behalf of Amazon Corporate and its subsidiary
employees worldwide.


Support Engineers must have an excellent understanding of computers (both
hardware and software) and a demonstrated willingness to learn and apply new
technology. They must possess superior technical aptitude, written and oral
communications skills, and the ability to deal effectively with people in a wide
variety of situations. This position is part of a virtual team providing remote
and in-person support to offices outside Amazon’s Seattle headquarters. Previous
experience exercising high levels of initiative, judgement, and diplomacy with
minimal supervision is required.


 * 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 analysing
   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.
 * Acquire and maintain current knowledge of relevant support policies in order
   to provide technically accurate solutions to users.
 * Assists with activities to triage and escalate any system or network outage
   to reduce downtime.




BASIC QUALIFICATIONS



 * Provide written and phone support to English-speaking customers.
 * 3+ Years hands-on IT/Technical Support experience, help-desk or desk-side
   support environment.
 * Must have knowledge in Microsoft Windows 10 and additionally one or more of
   the following: Mac OS X, Linux.
 * Strong verbal and written skills proven ability to communicate with technical
   and non-technical staff
 * Ability to work both independently and within a team environment
 * Display a commitment to quality and strong multi-tasking skills
 * Adherence to shift schedules and timeliness are key requirements
 * Willingness to work flexible shifts and scheduling, weekends, and holidays
 * Advanced Troubleshooting skills in a multi-user high pressure environment
 * Understanding of networking concepts such as DNS, DHCP, Email, HTTP, SSL, OSI
 * Model, and TCP/IP protocols and applications
 * Proven skills in PC repair, troubleshooting, deployment, and liquidation
 * Proven ability to work successfully with limited supervision
 * May require lifting or carrying desktop computers up to 25lbs
 * Some on call responsibilities are required
 * Some exposure with Linux or Unix




PREFERRED QUALIFICATIONS



 * Bachelor's degree in Computer science or IT related field
 * Industry training such as Microsoft MCSE, MCITP
 * Experience with Cisco IOS (CLI) or Cisco certification
 * Advanced Linux systems administration skills / certification
 * Experience with scripting, programming, or SQL
 * Experience with project management
 * Experience with Data Cabling / Computer Facilities maintenance
 * Experience with server administration (Windows or Linux)
 * ITIL/ITSM




Amazon is an Equal Opportunity-Affirmative Action Employer – Minority / Female /
Disability / Veteran / Gender Identity / Sexual Orientation.




Acknowledgement of country:
In the spirit of reconciliation Amazon acknowledges the Traditional Custodians
of country throughout Australia and their connections to land, sea and
community. We pay our respect to their elders past and present and extend that
respect to all Aboriginal and Torres Strait Islander peoples today.

IDE statement:
Amazon is committed to a diverse and inclusive workplace. Amazon is an equal
opportunity employer, and does not discriminate on the basis of race, national
origin, gender, gender identity, sexual orientation, disability, age, or other
legally protected attributes.




JOB DETAILS

AU, ACT, Canberra
Operations, IT, & Support Engineering


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Amazon is committed to a diverse and inclusive workplace. Amazon is an equal
opportunity employer and does not discriminate on the basis of race, national
origin, gender, gender identity, sexual orientation, protected veteran status,
disability, age, or other legally protected status.
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