IT Support Associate II, IT Services Global Support Desk

DescriptionAmazon'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, engaged, 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 responsibilitiesProvide first-level IT support through multiple channels (phone, chat, tasks)Troubleshoot And Resolve Technical Issues Related ToAccount access and authenticationSoftware applications and systemsNetwork connectivityHardware problemsBasic security concernsDocument support interactions in ticketing systemEscalate complex issues to appropriate specialist teamsFollow up on pending support ticketsMaintain knowledge of IT services and policiesMeet service level agreements (SLAs)Participate in team meetings and trainingContribute to knowledge base documentationUse remote support tools to assist usersDeliver professional, customer-focused serviceA day in the lifeThe day begins by logging into IT Support systems and applications needed for call center operations. The ITS Engineer I reviews team communications, knowledge base updates, and system alerts that may impact support activities.Throughout the shift, they handle technical support inquiries through phone, chat, and tasks. Common issues include access and software troubleshooting, network connectivity, and hardware-related concerns. They utilize remote support tools to assist users across locations.They document interactions in the ticketing system, escalate complex issues, and follow up on pending tickets. The role includes participating in team meetings and training sessions.About The TeamThe Information Technology Support Global Service Desk (ITS GSD) team provides frontline technical support to Amazonians globally through virtual channels. This team of IT professionals handles a wide range of technology issues, from access management to hardware and software support, while maintaining service quality and customer satisfaction standards.Basic Qualifications - 2+ 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 - 2+ 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 diplomaPreferred Qualifications 2+ years of computer networking experience Bachelor's degree in IT, computer science or equivalent Bachelor's degree in engineering, statistics, computer science, operations research, business analytics, information systems or equivalent Bachelor's degree in engineering, technology, computer science, machine learning, robotics, operations research, statistics, mathematics or equivalent quantitative fieldOur 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.Company - Amazon Support Services Costa Rica SRL - B20Job ID: A3124255