IT Services Support Associate

Amazon.Com, Inc. Arlington , VA 22201

Posted 2 months ago

Amazon's IT Services Support is the first point of contact for technical support service requests. Our IT Support Technician spends their day fielding incoming support chats, calls and online requests on behalf of Amazon Corporate and its subsidiary employees worldwide.

The successful IT Support Technician 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.

  • Provides comprehensive technical support to Virtual Amazon 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 call 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 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.

  • Associate in Computer Science or related field or experience equivalent.

  • 1+ years of experience in help-desk or desk-side support environment

  • Must have knowledge in Microsoft Windows 10

  • Strong verbal skills proven ability to communicate with technical and non-technical staff

  • Ability to work both independently and within a team environment

  • Display a commitment to quality and strong multi-tasking skills

  • Adherence to shift schedules and timeliness are key requirements

  • Willingness to work flexible shifts and scheduling, weekends, and holidays

  • Bachelor's degree in Computer science or IT related field.

Amazon is an Equal Opportunity-Affirmative Action Employer - Minority / Female / Disability / Veteran / Gender Identity / Sexual Orientation / Age

icon no score

See how you match
to the job

Find your dream job anywhere
with the LiveCareer app.
Mobile App Icon
Download the
LiveCareer app and find
your dream job anywhere
App Store Icon Google Play Icon
lc_ad

Boost your job search productivity with our
free Chrome Extension!

lc_apply_tool GET EXTENSION

Similar Jobs

Want to see jobs matched to your resume? Upload One Now! Remove
O&M Support Services Lead / Senior Manager (Srf 3240)

General Dynamics

Posted 5 days ago

VIEW JOBS 9/24/2020 12:00:00 AM 2020-12-23T00:00 Responsibilities for this Position Location: USA VA Arlington Full Part/Time: Full time Job Req: RQ49929 Type of Requisition: Regular Clearance Level Must Currently Possess: None Clearance Level Must Be Able to Obtain: None Suitability: DHS EOD Public Trust/Other Required: Other Job Family: Information Systems Management Job Description: GDIT, a Federal marketplace leader in next-generation IT solutions and professional services, is seeking highly qualified and motivated IT professionals like you who are eager to contribute to our critical Homeland Security missions. For the Department of Homeland Security (DHS), GDIT provides enterprise IT services for DHS's biometric identity management system (IDENT) and the Office of Biometric Identity Management (OBIM) to store, match, share, and analyze biometric and biographic data in support of DHS's strategic mission. Specifically, GDIT performs operations and maintenance (O&M) of OBIM infrastructure components, production and non-production environments, and associated OBIM functionality and business systems. GDIT's O&M services support break-fix of current OBIM functional capabilities, as well as security remediation activities and developmental engineering (such as prototyping new code or configurations of OBIM functionality) .And GDIT is excited to offer you a unique opportunity to join a best performing O&M team supporting one our nation's most critical national security, law enforcement, immigration and border management, and intelligence missions . GDIT is looking for an O&M Support Services Lead and Senior Manager to serve under the guidance of the Program Manager for a large, complex task order.The O&M Support Services Lead is responsible for overall management of GDIT's O&M managed services support to the IDENT enterprise, ensuring that client-stakeholder and contractual service level agreements and objectives are met or exceeded, performing enterprise-wide horizontal integration of multi-disciplinary services, supporting interfaces with other functional and/or stakeholder systems, problem tracking and management, and working cooperatively with GDIT task and line of service managers and OBIM to ensure that administrative, operational, and technical best practices are in place and that there is no lapse in services. Specific responsibilities include but are not limited to: * Service delivery operations, infrastructure, and database support (Level 1, Level 2, and Storage, Back-Up, and Restore Services) * Enterprise systems management, performance monitoring, and reporting * Production and non-production applications and technical support * Service request management (service desk and service request resolution) * Leading service delivery innovation and continuous improvements to O&M performance * Serve as key technical expert across multiple areas of expertise (e.g., computer networks, hardware, and software, including interconnection and interfaces) * Oversee several large subordinate multi-discipline teams, including 24/7 ops support, monitoring, and service desk operations Required Skills / Qualifications: * U.S. citizenship * DHS HQ EOD required to start * Bachelors degree in a relevant field and 5+ years of relevant experience Desired Skills / Qualifications: * Master's degree in computer engineering, computer science, information systems, or related field of study * 15+ yrs of relevant professional experience * Expertise with large scale, enterprise IT O&M, technologies, and programs, e.g., enterprise system management and monitoring, service delivery, service desk, software and hardware modernization, development, and testing efforts * Expertise in infrastructure, networking, database, application and system security, and web technologies * Expertise in infrastructure and application management best practices and tools * Currency with latest techniques in automated code scanning, automated testing, continuous integration and continuous deployment concepts * Experience implementing and configuring DevOps solutions * Experience with biometric technologies and programs * Strong communication skills and an ability to articulate complex architectures to non-technical audiences * Strong, proven leadership experience #gditpriority Scheduled Weekly Hours: 40 Travel Required: Less than 10% T elecommuting Options: Some Telecommuting Allowed Work Location: USA VA Arlington Additional Work Locations: We are GDIT. The people supporting some of the most complex government, defense, and intelligence projects across the country. We deliver. Bringing the expertise needed to understand and advance critical missions. We transform. Shifting the ways clients invest in, integrate, and innovate technology solutions. We ensure today is safe and tomorrow is smarter. We are there. On the ground, beside our clients, in the lab, and everywhere in between. Offering the technology transformations, strategy, and mission services needed to get the job done. \n\nGDIT is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status, or any other protected class. General Dynamics Arlington VA

IT Services Support Associate

Amazon.Com, Inc.