Amazon Support Services Costa Rica SRL
Operations, IT, Support Engineering, Technical Services, ecp
ITSupportEngineerI,ITSSupport(ONS)
Neural analysis suggests this role is
optimal for Mid+ candidates.
“IT Support Engineer I, ITS Support (ONS) at Amazon Support Services Costa Rica SRL. Skills: IT Support, Troubleshooting, Customer Service. Provide technical support. Research inquiries”
What You'll Achieve.
Maintain high productivity; Maintain quality support
Industry & Context.
Troubleshooting; Root cause analysis
On call support, Sev1/Sev2 incidents
What They're Looking For.
Must Have
1+ years Windows Server technologies, 2+ years troubleshooting multi-user environment, 2+ years PC repair troubleshooting, 1+ years IT client/server/network service, 2+ years networking experience, 2+ years Windows/Mac/Linux OS support, 2+ years corporate network environment support, English & Spanish fluency
Nice to Have
2+ years computer networking experience, Experience supporting video conference equipment
What You'll Do.
Provide technical support
Diagnose end user problems
Troubleshoot end user problems
Identify appropriate resources
Follow-up on resolutions
Document customer interactions
Inform customer of repairs
Answer basic questions
Manage trouble tickets
Acquire current knowledge
Maintain current knowledge
Triage system outages
Escalate system outages
Triage network outages
Escalate network outages
Provide on call support
Follow standard operating procedures
Update standard operating procedures
Create standard operating procedures
Assist with technical projects
Assist with coaching talent
Assist with developing talent
How You'll Work.
Team & Collaboration
Team success; Level 1 support
Communication Scope
Customer communication
Full Job Description
Are you passionate about helping people solve IT problems? Love being a part of an exciting and innovative environment? Join Amazon IT Services! We’re looking for people who strive to “Work Hard. Have Fun. Make History.” Amazon is seeking bright, adaptable, and hardworking applicants to join our IT Services organization as an IT Support Engineer. IT Support Engineers work with Amazonians to provide and support the IT equipment and services that are used every day. We treat Amazon employees as our customers and provide timely, accurate, and professional assistance. Amazon's IT Services Support is the first point of contact for technical service requests. Our IT Support Engineers spend their day fielding incoming chats, calls, and online requests on behalf of Amazon Corporate and its subsidiary employees worldwide. The successful IT Support Engineer 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 have demonstrated ability to maintain high levels of productivity while maintaining quality support. Responsibilities include: · Provide 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 organizational standards. · Diagnose and troubleshoots 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. · Create and submit detailed call logs documenting customer interactions that are accurate, thorough, and timely. · Inform customer of needed repairs and answers basic questions. Ensures that customer understands and is satisfied with work completed. · Manage a fluctuating case count of trouble ticke
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