Amazon Dev Center India
Operations, IT, Support Engineering, Technical Services, ecp
ITSSupportAssociate,ITServices(GlobalServiceDesk)
Neural analysis suggests this role is
optimal for Mid+ candidates.
“ITS Support Associate, IT Services (Global Service Desk) at Amazon Dev Center India. Skills: Technical support, Troubleshooting. Provide technical support. Research, resolve, and respond to inquiries”
What You'll Achieve.
Reduce downtime
Industry & Context.
Troubleshooting; Root cause analysis
Support APAC, EMEA and AMER time zones, 24/7 Model support
What They're Looking For.
Must Have
1+ years Windows, Mac or Linux OS support, Troubleshoot integrated computer systems, Network troubleshooting and support
Nice to Have
CompTIA A+, Network+, CCNA, Linux (Redhat), Microsoft hardware, AWS or other industry certifications, High degree of customer service
What You'll Do.
Provide technical support
and respond to inquiries
Diagnose and troubleshoot end user computing problems
Identify appropriate resources
Follow up to ensure resolution
Create and submit contact logs
Inform customer of needed repairs
Answer basic questions
Ensure customer understanding and satisfaction
Follow standard operating procedures
Use Knowledge management effectively
Acquire and maintain current knowledge
Escalate system or network outage
Adhere to shift schedules
Support teams across time zones
How You'll Work.
Team & Collaboration
Team success; Support teams
Communication Scope
Web chat; Telephone calls; Email
Full Job Description
Amazon's IT Services support is the first point of contact for technical support requests. Our IT Support Technician spends their day fielding incoming support chats, calls and tickets on behalf of Amazon Corporate and its subsidiary employees worldwide. The successful IT Support Specialist will be customer-focused and motivated by team success. You will be innovative, 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. Key job responsibilities * Provides 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 team 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. * Creates and submits detailed contact logs documenting customer interactions that are accurate, thorough, and timely. * Informs customer of needed repairs and answers basic questions. Ensures that customer understands and is satisfied with work completed. * Follow all standard operating procedures (SOP) through the effective use of Knowledge management. * Manage a case count between 15-25 phone/chat/tickets. * Acquire and maintain current knowledge of relevant support policies in order to provide technically accurate solutions to users. * Assists with activities to triage and escalate any system or network outage to reduce downtime. * Adherence to shift schedules and timeliness are key requirements * This role requires flexibility to support teams across APAC, EMEA and AMER time zones (24/7 Model), making adaptability in scheduling essential for success. About the team The Glo
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