Amazon Support Services Costa Rica SRL
Operations, IT, Support Engineering, Technical Services, ecp
ITSupportEngineerI,ITSSupport(ONS)
“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.
Provide timely assistance; Provide accurate assistance; Provide professional assistance; Reduce downtime
Industry & Context.
Troubleshooting; Diagnose problems; Resolve problems
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 troubleshooting, 1+ years IT client/server/network service delivery, 2+ years networking experience, 2+ years Windows/Mac/Linux OS support, 2+ years corporate network environment support, Speak, write, read English fluently
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 talent development
How You'll Work.
Team & Collaboration
Level 1 support; Cross-functional teams
Communication Scope
Web chat; Telephone calls; Email
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