IT Support Engineer I, IT Services

hace 2 días


San José, Costa Rica Amzn Support Srvcs Costa Rica A tiempo completo

Associate’s degree in Computer science or IT related field, or 2+ year’s IT systems or relevant experience
- Advanced experience with one or more of the following Operating Systems; Windows, Mac OS, Linux
- Intermediate experience with one or more of the following Active Directory, Exchange Management, and SharePoint Management
- Intermediate experience in executing and understanding scripting and configuration management tools
- Strong troubleshooting skills of very complex systems while being resourceful
- 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

Job summary
Amazon's IT Support is the first point of contact for technical support service requests. Our IT Support Engineer I spends their day fielding incoming chats, calls, and online requests from Amazon Corporate and its subsidiary employees worldwide. The successful IT Support Engineer I will be customer focused and motivated by team success. You will be innovative, energetic, 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 demonstrate the ability to maintain high levels of productivity while maintaining quality support.

Key job responsibilities

**Responsibilities include**:

- Provides Escalations Support through chat, phone, and tickets handling complex issues requiring advanced troubleshooting skills to Amazon corporate employees worldwide.
- Provides clear communication to customers ensuring they understand what the issue is, how it was resolved, and ability to share self-service options if available.
- Analyzes problems, identifies resources to solve, works through proposed fixes, and follows up with customer to ensure the problem has been resolved.
- Escalates any identified system or network outage impacting several customers to the correct service owners to mitigate downtime and impact.
- Updates and creates standard operating procedures (SOP) to improve the teams' knowledge through knowledge management.
- Manages a fluctuating case count of trouble tickets ensuring the customer is always updated on next steps through resolution.
- Maintains current knowledge of relevant policies in order to provide technically accurate solutions to customers.
- Documents chat, call, and ticket logs with accurate and summarized details.
- Provides OnCall Escalations Support for multiple teams within IT Services.
- Assists with coaching and developing talent at the role level.
- Assists with technical projects.
- Bachelor’s degree in Computer science or IT related field, or 4+ year’s IT systems or relevant experience
- Advanced experience with two or more of the following Operating Systems; Windows, Mac OS, Linux
- Advanced experience with Active Directory, Exchange Management, and SharePoint Management
- Advanced experience in executing and understanding scripting and configuration management tools


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