Join Amazon's Operations IT team as an IT Support Associate II, contributing to the critical global IT support for Amazon Operations. This role is a vital part of ensuring the speed, accuracy, and exceptional service that Amazon is known for.

You will be part of the OTS Global Service Desk, acting as a remote extension of field IT teams. This position offers prompt and professional remote IT assistance to team members, partner organizations, and customers across the global fulfillment organization.

Embrace a #BetterTogether and #OneTeam mindset to achieve shared organizational goals. You'll troubleshoot technical issues, enable access to crucial systems, and resolve customer queries via voice and chat, leveraging the latest tools to deliver efficient and effective solutions. A strong focus on customer satisfaction is paramount in every interaction, ensuring a positive support experience.

Provide remote support for requests, incidents, and service requests via voice and chat interactions, aiming for first-contact resolution and meeting defined SLA targets.

Communicate clearly and concisely with internal Amazon customers across APAC, EMEA, and AMER Operations and IT teams.

Adhere strictly to standard operating procedures (SOPs) to maintain consistency and efficiency.

Troubleshoot issues on end-user devices, including desktops, laptops, printers, and scanners.

Understand and troubleshoot various operating systems, with a focus on Windows and Linux.

Be prepared for a flexible work schedule, including rotational shifts based on business needs.

Contribute to achieving OTS Service Desk goals, including response and resolution SLAs, CSAT, and effective incident management.

A minimum of 1 year of experience supporting Windows, Mac, or Linux operating systems in a corporate setting.

Proven experience troubleshooting integrated and interdependent computer systems.

Familiarity with maintaining zebra thermal printers, troubleshooting thin clients, PCs, scanners, and portable handheld terminals.

Possession of industry-relevant certifications such as CompTIA A+, CompTIA Network+, Cisco/CCNA, Red Hat Linux, Microsoft hardware installation, or AWS is advantageous.

Experience in a dynamic, customer-facing environment with a strong emphasis on customer service and excellent verbal and written communication skills.

Basic understanding of networking concepts like TCP/IP, DNS, DHCP, and VPN.

Experience with Active Directory for account provisioning, password resets, and access management.

Familiarity with ITIL incident and request management processes, as well as working against defined KPIs like SLA, CSAT, MTTR, or first-contact resolution targets.