ITS Support Associate
Amazon
ITS Support Associate
Amazon
Sells products online and rents cloud computing
The IT support Engineer will be responsible for providing in person service and support to all Amazonians utilizing AV/VC systems for events, meetings, and other needs. They will work with on-premise IT technicians, contractors and integrators to troubleshoot issues with these systems. They will have an understanding of the broad variety of AV standards deployed at Amazon and be capable of resolving complex issues. They will have the communication skills to guide both peers and non-technical Amazonians in rapidly implementing workarounds to unblock events.
They will also be rendering in person support to fellow Amazonians and would be responsible in carrying out infra related tasks such as executing MCM's.
Key job responsibilities
• On-site troubleshooting of AV systems, particularly complex integrated systems such as large conference rooms, training rooms, executive rooms and bespoke or legacy systems.
• Working with on-premise IT technicians, contractors and integrators through troubleshooting and repair procedures
• Communicating with manufacturers and vendors to arrange repair or RMA of faulty equipment and managing local inventory
• Working closely with partner teams including AV hardware deployment, AV Escalation and MeetEx to drive continuous improvement of the customer experience
• Maintaining communication with customers and stakeholders, informing them of incident progress via thorough ticket documentation and the use of Standard Operating Procedures (SOPs).
• Perform appearance and preventive maintenance visits to conference rooms (VC connections, wires, peripherals, speakers)
• Collaborating on technical documentation and SOPs, incorporating field learnings and customer feedback
• Daily travel between sites is required.
• Occasional after-hours work may be required.
A day in the life
The successful AV Support Engineer will be customer focused and motivated by team success. They will be innovative, and able to adapt to new processes and procedures quickly while dealing with a high volume of urgent requests and ambiguity. They will be committed, flexible and have demonstrated the ability to maintain high levels of productivity with while working independently with minimal supervision. They will demonstrate strong initiative and genuine curiosity.
- 1+ years of corporate setting Windows, Mac or Linux Operating systems support experience
- Experience troubleshooting integrated and interdependent computer systems
- Experience maintaining zebra thermal printers, troubleshooting thin clients, PCs, scanners, and portable handheld terminals
- Bachelor's degree or equivalent
- CompTIA A+, CompTIA Network+, Cisco/CCNA, Linux (Redhat), Microsoft hardware (installation), AWS, or other industry relevant certifications
- Experience in a dynamic environment with a high degree of customer service
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.
Amazon runs the largest online store in the United States and rents cloud computing to businesses and governments through Amazon Web Services. AWS pioneered renting computing power over the internet, and Amazon built its own delivery network to get orders to customers quickly. Shoppers buy from Amazon and from independent sellers on its store, and Prime members pay a subscription for fast free shipping, streaming video and music, and other perks. AWS rents out computing power, storage, databases, and AI tools so companies can run software without owning servers, and Amazon also makes Kindle e-readers and Echo speakers with the Alexa assistant. Jeff Bezos founded Amazon in 1994, and it is based in Seattle, Washington.
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