IT Support Engineer I, IT Services

Overview

In this role you support Amazon’s corporate workforce by delivering hands-on IT services for laptops, servers, and websites. You act as a trusted knowledge expert, providing end-to-end technical support and mentoring for escalations within a collaborative IT Services team. You diagnose, troubleshoot, and resolve hardware and software issues to keep employees productive and secure. You’ll work with cross-functional partners on improvements and change management in a high-availability environment, making a global impact.

Responsibilities

• Deliver on-site, high-quality hands-on support; diagnose, troubleshoot, and resolve issues; assess system health via log analysis
• Provide on-call support for high-severity incidents and serve as escalation point
• Triage and escalate system or network outages to minimize downtime
• Understand and execute change management in a high-availability environment
• Collaborate with partner teams and vendors on continuous improvement projects to drive operational excellence
• Oversee IT asset inventories and lifecycle
• Participate in hiring, training, and mentoring peers and new team members
• Continuously expand skills and stay updated on IT policies to provide accurate solutions

Key requirements

• 2+ years of technical experience in a corporate environment supporting Windows, Mac and/or Linux
• 2+ years experience with DNS, DHCP, OSI Model, TCP/IP
• 2+ years experience troubleshooting in a multi-user high availability environment
• 2+ years experience with PC repair, deployment, and liquidation
• High school diploma or equivalent
• Occasional travel
• Proficient in English
• Bachelor’s Degree from an accredited university or equivalent (listed as preferred in the description)

• excellent customer-facing skills
• mentoring and collaboration
• problem-solving and initiative
• Windows/macOS/Linux support in corporate setting
• DNS, DHCP, TCP/IP, OSI model
• PC repair, deployment, and liquidation

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