ITSSupportEngineer,GSD

Join Amazon's Global Service Desk as an IT Support Engineer and become the trusted technical resource for thousands of Amazonians worldwide. You'll diagnose and resolve complex technical challenges across multiple operating systems, working independently while collaborating with a supportive team to deliver timely solutions that keep our global workforce productive. Note: This role is part of the rekindle program. For more details on rekindle program, please visit - https://www.amazon.jobs/en/landing_pages/rekindle Key job responsibilities - Diagnose and resolve technical issues across Windows, Mac, and Linux environments using your technical knowledge to address straightforward IT problems and troubleshoot effectively even without an existing SOP. Research problems, test solutions, and follow up to ensure complete resolution; solutions may need refinement as you develop deeper expertise. - Communicate technical concepts clearly to non-technical users, documenting interactions thoroughly in contact logs and case notes to create a knowledge record for future reference - Contribute to operational excellence by following standard procedures, identifying process improvements, and creating documentation for common technical issues - Manage incoming support requests via web chat, phone, email, and ticketing systems while maintaining quality standards and service level agreements. Make informed trade-offs between time, issue severity, SLA commitments, and support work volume (e.g., tickets, change management, projects). - Implement technical solutions and manage local projects. Define requirements, facilitate progress, identify blockers, and coordinate change management (CM) activities and emergent events. - Communicate clearly and concisely in both verbal and written formats documenting issues thoroughly in contact logs, case notes, and narratives. - Contribute to operational excellence by following standard procedures, identifying root causes of operational issues and pr