Amazon.com Services LLC
Operations, IT, Support Engineering, Technical Services, worldwide grocery stores
ITSupportServiceDeskAssoc,StoresandFacilitiesTechnologySupport(WFM)
Neural analysis suggests this role is
optimal for Mid+ candidates.
“IT Support Service Desk Assoc, Stores and Facilities Technology Support (WFM) at Amazon.com Services LLC. Skills: IT support, Retail technology, Customer support. Perform repair and maintenance. Follow documented knowledge base articles”
What You'll Achieve.
Timely acknowledgement of requests; Timely resolution of requests; Working within SLA parameters
Industry & Context.
Problem-solving abilities; Troubleshoot IT equipment; Troubleshoot hardware; Troubleshoot software; Troubleshoot connectivity; Diagnose problems; Perform troubleshooting
On-call duties
What They're Looking For.
Must Have
1+ years Windows, Mac or Linux OS support, Experience in dynamic environment, High degree customer service, Troubleshoot integrated systems, Maintain zebra printers, Troubleshoot thin clients, Troubleshoot PCs, Troubleshoot scanners, Troubleshoot handheld terminals, Network troubleshooting and support
Nice to Have
CompTIA A+, CompTIA Network+, Cisco/CCNA, Linux (Redhat), Microsoft hardware installation, AWS, Other industry certifications
What You'll Do.
Perform repair and maintenance
Follow documented knowledge base articles
Troubleshoot IT equipment
Troubleshoot hardware issues
Troubleshoot software issues
Troubleshoot connectivity issues
Assist vendors with triage
Assist vendors with updates
Handle support requests
Handle procedures across network
Assist in training new hires
Continuous learning of new technologies
Resolve hardware issues
Resolve software issues
Field telephone calls
Field email communication
Perform troubleshooting activities
Dispatch vendors for hardware service
Monitor incident management system
Ensure timely acknowledgement
Ensure timely resolution
How You'll Work.
Team & Collaboration
Assist vendors; Support customers
Communication Scope
Telephone calls; Web chats; Email communication
Full Job Description
Join us on our mission to once again revolutionize the way the world shops. We are the Amazon Worldwide Grocery Store Technology Support Team, responsible for core retail technologies in state of the art physical grocery stores. As an IT Support Assoc II, you will follow documented knowledge base articles and use your technical expertise and problem-solving abilities to perform repair and preventative maintenance of retail and sales floor technology devices post-installation, including Point-of-Sale, Department Scale, Handheld compute, and mobile retail solution technologies and related systems in Whole Foods Market stores and facilities. You will utilize voice and agent chat for live one-on-one support as well as web portal for lower severity technology issue management. You will troubleshoot software and hardware failures and identify network problems when they relate to the above named technologies. Key job responsibilities With guidance, perform a variety of duties, including: - Troubleshoot IT equipment used in Whole Foods Market stores and facilities - Troubleshoot hardware, software, and connectivity issues - Assist vendors in the field with triage and updates of Retail and Sales Floor technologies - Handle support requests and procedures across the network - Assist in training new hires - Support customers spanning the United States, Canada, and the United Kingdom - Continuous learning of new technologies A day in the life In this role, you will rely on established guidelines and instruction to perform daily job functions. This includes gaining familiarity with and assisting Whole Foods Market Team Members and third-party vendors in resolving hardware and software issues by fielding telephone calls, web chats, and email communication, diagnosing problems, performing troubleshooting activities, and dispatching vendors for hardware service. You will monitor the incident management system to ensure timely acknowledgement and resolution of support requests, whil
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