Amazon Support Services Costa Rica SRL
Technology
ITSupportEngI,ITServicesGlobalSupportDesk,Operations,IT,&SupportEngineering
Neural analysis suggests this role is
optimal for Mid+ candidates.
“IT Support Eng I, IT Services Global Support Desk, Operations, IT, & Support Engineering at Amazon Support Services Costa Rica SRL. Skills: IT Support, Troubleshooting, Customer Service. Resolve inquiries via chat, voice, ticketing. Diagnose and troubleshoot end user computing problems”
What You'll Achieve.
Maintain high productivity; Maintain quality support; Support operational excellence; Support service delivery; Customer satisfaction standards
Industry & Context.
Troubleshooting; Root cause analysis
What They're Looking For.
Must Have
2+ years Windows, Mac or Linux OS support, 2+ years networking experience, 2+ years Windows Server technologies experience, 2+ years troubleshooting multi-user HA environment, 2+ years supporting corporate network environment
Nice to Have
CompTIA A+, Network+, CCNA, Linux, AWS certifications, Microsoft hardware installation experience, Video conference equipment support experience, Teleconference equipment support experience
What You'll Do.
Resolve inquiries via chat
Diagnose and troubleshoot end user computing problems
Follow-up on resolutions
Manage concurrent support conversations
Escalate complex issues
Update knowledge base articles
Contribute to knowledge base documentation
Use remote support tools to assist users
Advocate for customers
Build cross-team collaborations
Drive process efficiency
Log into IT Support systems
Review team communications
Review knowledge base updates
Handle technical support inquiries
Create new IT knowledge base articles
Document interactions in ticketing system
Follow up on pending tickets
Participate in team meetings
Participate in training sessions
Keep up with trending issues
How You'll Work.
Team & Collaboration
Cross-team collaborations; Partnering teams
Communication Scope
Call logs; Documentation
Full Job Description
Amazon's IT Services Support team provides IT support for Amazon employees worldwide. Our customers engage us via phone, chat, or trouble ticketing. The IT Support Engineer I is responsible for complex troubleshooting across computer hardware, operating systems, and enterprise application software. You will support operational excellence and service delivery while handling complex technical situations. You will also be committed, flexible, and have demonstrated ability to maintain high levels of productivity while maintaining quality support. Key job responsibilities Research, resolve, and respond to inquiries received via chat, voice calls, ticketing system, all in a timely manner, in accordance with team standards. Creates and submits detailed call logs documenting customer interactions that are accurate, thorough, and timely. Diagnose and troubleshoot end user computing problems including analyzing the problem, identification of appropriate resources, testing of proposed fixes, and follow-up to ensure the problem has been resolved. Manage concurrent support conversation. Escalate complex issues to appropriate specialist teams and update Knowledge base articles for future reference. Contribute to knowledge base documentation by using Knowledge Management system Use remote support tools to assist users Advocate for customers focused excellence Building effective cross-team collaborations while driving process efficiency and knowledge sharing initiatives. A day in the life The day begins by logging into IT Support systems and applications needed for contact center operations. The IT Support Engineer I review team communications, knowledge base updates, and system alerts that may impact support activities. Throughout the shift, they handle technical support inquiries through phone, chat, and tasks. Common issues include access, software troubleshooting, network connectivity, and hardware-related concerns. They utilize remote support tools to assist users globally. Th
Applying for this IT Support Eng I, IT Services Global Support Desk, Operations, IT, & Support Engineering role?
Most applicants get filtered before a human reads their resume. See if yours makes the cut.
ANONYMOUS · UNFILTERED
What do employees actually say about Amazon Support Services Costa Rica SRL?
Real rants from real employees. Read before you apply.