IT Support Associate II , OpsTechIT (Level 3) Amazon Jobs – Liberty, MO

DESCRIPTION

Amazon’s IT Support is the first point of contact for technical support service requests. Our IT Support Associate II spends their day fielding incoming chats, calls, and online requests from Amazon Corporate and its subsidiary employees worldwide. The successful IT Support Associate II 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 demonstrate the ability to maintain high levels of productivity while maintaining quality support.

Key job responsibilities
• Provide basic technical support to Amazon Corporate employees.
• Research, resolve, and respond to inquiries received in a timely manner, in accordance with organizational standards.
• Diagnose and troubleshoot end user computing problems including analyzing the problem, identifying the appropriate resources, testing proposed fixes and following up to ensure the problem has been resolved.
• Create and submit 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.
• Acquire and maintain current knowledge of relevant policies in order to provide technically accurate solutions to users.
• Assist with activities to triage and escalate any system or network outage to reduce downtime.
• Assist with remote assistance in Teleconferencing systems and AV presentation equipment.

BASIC QUALIFICATIONS

High School Diploma or equivalent.
1+ year of practice in the set up and installation of computer and networking equipment.
1+ year maintaining laser printers.
1+ year or more of experience in Microsoft Office applications and Windows Operating Systems, Linux, OR Cisco.
Ability to move up to 49lbs as well as stand and walk for 10-12 hours at a time with or without reasonable accommodation.

PREFERRED QUALIFICATIONS

A+, Network +, or other IT industry standard certifications.
Experience troubleshooting integrated and interdependent computer systems.
Experience maintaining zebra thermal printers, troubleshooting thin clients, PCs, scanners, and portable handheld terminals.
Ability to prioritize work based on department and production objectives
Service Management, Project Management, and Inventory Management skills
Excellent written and verbal communication skills.
Ability to work, prioritize and make decisions independently in a fast-paced production environment.