Join the OTS IT Global Service Desk team, a dynamic remote extension of Amazon's field IT experts. We provide essential 24x7 global IT support to Amazon Operations, ensuring seamless functionality across Fulfillment, Sortation, Logistics, and Last Mile delivery. This role is crucial for maintaining the speed, accuracy, and exceptional service that define Amazon's operations.

We operate with a strong #BetterTogether and #OneTeam philosophy, fostering collaboration to achieve shared organizational goals. You'll contribute to keeping operations running smoothly by delivering prompt remote resolutions and ensuring customer satisfaction.

This is an opportunity to leverage cutting-edge tools, continuously enhance your skills, and provide expert IT support that goes above and beyond, directly impacting the success of Amazon's global business.

Provide expert remote IT support through phone and chat, addressing incidents and fulfilling requests submitted via ServiceNow.

Effectively resolve IT support issues by adhering to established policies and procedures, ensuring efficient problem resolution.

Follow defined escalation protocols, troubleshooting issues and escalating them to the appropriate specialized teams when necessary.

Conduct in-depth task analysis and generate insightful analytics to improve IT service delivery.

Contribute to the maintenance and creation of essential IT policies, procedures, and processes for continuous improvement.

Fluency in speaking, writing, and reading Japanese at a business level or higher (N1+), alongside strong English communication skills, both written and verbal.

Possess 0-1 years of experience in IT Support or a related field, coupled with 0-1 years of proven skills in remote troubleshooting and desktop support.

While a high school diploma or equivalent is acceptable, preferred qualifications include experience in mission-critical, 24x7 operational environments and familiarity with the JLPT Level 1 (N1).

Experience with the ServiceNow ITSM ticketing platform for incident management and a background in high-volume service desk environments are highly valued, as are proficiency with remote troubleshooting tools and remote desktop support.