Amazon Support Services Costa Rica SRL
Technology
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”
Industry & Context.
Troubleshooting; Root cause analysis
On call support, Sev1 incidents, Sev2 incidents
What They're Looking For.
Must Have
1+ years Windows Server technologies, 2+ years troubleshooting multi-user environment, 2+ years PC repair, 1+ years IT client/server/network service, 2+ years networking experience, 2+ years Windows/Mac/Linux OS support, 2+ years corporate network support, High school or equivalent diploma
Nice to Have
2+ years computer networking experience, Experience supporting video conference equipment, Experience supporting teleconference 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 knowledge of policies
Maintain knowledge of policies
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
How You'll Work.
Team & Collaboration
Team success
Communication Scope
Web chat; Telephone calls; Email
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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