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IT Support Eng I (ONS)Amazon • Madrid, ES
IT Support Eng I (ONS)

IT Support Eng I (ONS)

Amazon • Madrid, ES
Hace 15 días
Descripción del trabajo
Job Overview

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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, and offer them an environment where they can relentlessly innovate for our customers. As a member of our IT Services Organization, you will have an opportunity to make a valuable contribution to that goal by supporting internal employees.
Key Responsibilities

Provide comprehensive technical support to Amazon employees worldwide.
Research, respond to and resolve inquiries via ticketing system, live chat, phone, and email in a timely manner, in accordance with organisational standards.
Diagnose and troubleshoot end‑user computing problems, analyse the problem, identify appropriate resources, test proposed fixes, and follow up to ensure the problem has been resolved.
Create and submit detailed ticket logs documenting customer interactions that are accurate, thorough and timely.
Manage a fluctuating case count of trouble tickets.
Acquire and maintain knowledge of relevant policies to provide technically accurate solutions to users.
Provide on‑call support for Sev 1 and Sev 2 incidents for a site or across multiple sites/regions.
Follow, update and create standard operating procedures (SOP) to improve the team’s knowledge management.
Assist with coaching and developing talent at the role level.
Liaise with vendors for all steps of the procurement process.
Work in a fast‑paced and growing European and global environment where some travel may be required.
This role is not remote and requires on‑site presence from Monday to Friday.
Qualifications

English skills.
Excellent customer‑facing skills.
Strong analytical skills with demonstrated problem‑solving ability.
Experience demonstrating high levels of initiative, judgment, and tact.
Ability to operate in extreme high‑pressure situations, handle multiple competing priorities, and maintain discipline while exhibiting flexibility and professionalism.
Ability to develop clear, concise documentation.
Experience in procurement, inventory and asset management of IT equipment and managing the IT life cycle.
Superior technical aptitude, written and oral communication skills, and ability to deal effectively with people at different levels and in different situations.
Hardware knowledge and experience - support and repair.
Advanced understanding of technical issues, both hardware and software, for infrastructure (servers, networking, telephony) and end‑user equipment.
Understanding of core internet technologies – DHCP, DNS, TCP/IP, mail transport.
Active Directory and Windows Server administration; Windows 10 system support.
Linux/Unix system support and ability to write simple scripts in an administrative language.
Apple Mac OS X support.
Support for office/productivity software including Microsoft Office.
Mobile device support such as iPhone and/or Android.
Video conferencing setup and troubleshooting.
VPN client support.
Broad understanding of networking technologies, both wired and wireless; port‑level troubleshooting of Cisco switches and data cabling knowledge.
Understanding of VoIP technologies.
Ability to understand and execute change‑management activities.
Amazon is an equal opportunities employer. We believe passionately that employing a diverse workforce is central to our success. We make recruiting decisions based on your experience and skills. We value your passion to discover, invent, simplify and build.
Protecting your privacy and the security of your data is a longstanding top priority for Amazon. xcskxlj We collect, use and transfer the personal data of our candidates in accordance with our privacy principles.

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IT Support Eng I (ONS) • Madrid, ES

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