IT Support Engineer 2

Description

Ring IT is hiring an IT Support Engineer II for our Hawthorne, CA headquarters (LAX32). You'll be one of two on-site technical leads for an office of about 440 employees, and this is a fully on-site role.

You'll own the day-to-day technology experience for everyone at the site, from senior executives and their assistants to new hires on their first morning. That covers:

Mac and Windows hardware, imaging and asset management
Identity and access, including onboarding and offboarding
Conference room and event AV
The collaboration tools Ring's engineers, designers and business teams use every day: Slack, Jira, Confluence, TestRail and Figma
You'll also support remote employees, shipping configured equipment and resolving issues over chat and video.

At this level, you're expected to work through difficult and ambiguous problems to root cause without a playbook. You'll spot patterns across tickets, coordinate fixes with partner teams, and keep customers informed until the issue is closed. Partner teams include Amazon corporate IT, Security and Facilities. You'll lead site projects, such as lab network extensions, office changes and executive events.

Ring IT is moving toward self-service and AI-enabled support. We want someone who writes scripts and uses AI tools to remove repetitive work rather than repeat it. You'll mentor peers and serve as an escalation point for the broader support team.

Key job responsibilities
Site support and customer experience
Provide high-touch, discreet support to senior leaders (VP and above) and their executive assistants
Handle walk-up, ticket and Slack support across hardware, software, network and access issues, and find the root cause of difficult problems
Set up and troubleshoot conference rooms and meeting AV, and support executive events, demos and all-hands meetings
Share site coverage with your peer engineer to keep the office staffed throughout business hours, with occasional after-hours support

Identity, access and lifecycle
Run employee onboarding, offboarding and internal transfers, including timely access removal and asset recovery
Provision access and administer Slack, Jira/Confluence (projects and spaces), TestRail and Figma

Hardware and assets
Image, deploy, ship and track laptops, loaners, mobile test devices, peripherals and security keys
Manage equipment returns and e-waste, keeping asset records accurate

Escalation and improvement
Detect issues affecting many users, document the pattern, and escalate to partner teams until resolved
Automate repeatable work with scripts and AI tools, and write and maintain runbooks and knowledge-base articles
Lead site projects such as lab network extensions and office changes
Mentor peers and serve as an escalation point for the support team

A day in the life
Your morning starts in the LAX32 IT room with walk-ups: a new hire's Mac that won't enroll, a lost security key. An executive assistant pings you: their VP's all-hands starts in an hour and the room display won't connect. Back at your desk, you work the queue: a batch of application access requests, a new Jira project. When a dozen users hit the same compliance error, you write up the pattern and escalate it. You check in with your site partner to plan tomorrow's coverage, then script away a repetitive task before heading out.

About the team
Ring IT supports Ring employees across US and international offices. Our work spans four pillars: IT Support, IT Security, Builder Collaboration and AI Enablement. At LAX32, you and one other site engineer share responsibility for covering the office throughout business hours. You'll plan your schedules together and step in for each other during time off and appointments. Occasional after-hours work is required for events and urgent issues. You'll work with systems and development engineers who build our automation. We value ownership, curiosity, and builders who would rather automate a problem than solve it twice.

Basic Qualifications

- 1+ years of Windows Server technologies: AD, DFS, Print Services, SCCM experience
- 2+ years of troubleshooting in a multi-user high availability environment experience
- 2+ years of PC repair, troubleshooting, deployment and liquidation experience
- 1+ years of IT client, server, and network service delivery experience
- 2+ years of networking (such as DNS, DHCP, SSL, OSI Model, and TCP/IP) experience
- 2+ years of corporate setting Windows, Mac or Linux Operating systems support experience
- 2+ years of supporting and maintaining a corporate network environment experience
- High school or equivalent diploma
- Experience in direct customer engagement, with a focus on support to senior executives (Vice President and C-level)

Preferred Qualifications

- 2+ years of computer networking experience
- Experience supporting video conference and teleconference equipment
- Experience in technical support, or experience scripting in one or more language (e.g. Bash, Python, Perl, Ruby)
- Experience using AI-assisted development tools in academic or professional settings

Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.

Los Angeles County applicants: Job duties for this position include: work safely and cooperatively with other employees, supervisors, and staff; adhere to standards of excellence despite stressful conditions; communicate effectively and respectfully with employees, supervisors, and staff to ensure exceptional customer service; and follow all federal, state, and local laws and Company policies. Criminal history may have a direct, adverse, and negative relationship with some of the material job duties of this position. These include the duties and responsibilities listed above, as well as the abilities to adhere to company policies, exercise sound judgment, effectively manage stress and work safely and respectfully with others, exhibit trustworthiness and professionalism, and safeguard business operations and the Company’s reputation. Pursuant to the Los Angeles County Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.

The base salary range for this position is listed below. Your Amazon package will include sign-on payments and restricted stock units (RSUs). Final compensation will be determined based on factors including experience, qualifications, and location. Amazon also offers comprehensive benefits including health insurance (medical, dental, vision, prescription, Basic Life & AD&D insurance and option for Supplemental life plans, EAP, Mental Health Support, Medical Advice Line, Flexible Spending Accounts, Adoption and Surrogacy Reimbursement coverage), 401(k) matching, paid time off, and parental leave. Learn more about our benefits at https://amazon.jobs/en/benefits.