IT Support Engineer I – Global Service Desk

About the role

Amazon's IT Support Engineer I provides first‑level technical assistance to Amazon corporate and subsidiary employees worldwide. The role handles incoming chats, calls, and online requests, delivering fast, customer‑focused solutions across multiple channels.

Key responsibilities

• Provide first‑level IT support via phone, chat, and ticketing system.
• Troubleshoot and resolve issues related to account access, software applications, network connectivity, hardware, and basic security.
• Document all interactions in the ticketing system and follow up on pending tickets.
• Escalate complex problems to specialist teams when necessary.
• Maintain up‑to‑date knowledge of IT services, policies, and service level agreements.
• Participate in team meetings, training sessions, and contribute to knowledge‑base documentation.
• Use remote support tools to assist users across global locations.

Required profile

• Minimum 2 years of experience with Windows Server technologies (AD, DFS, Print Services, SCCM).
• 2 years of troubleshooting in a multi‑user, high‑availability environment.
• 2 years of PC repair, deployment, and liquidation experience.
• 2 years of client, server, and network service delivery experience.
• 2 years of networking experience (DNS, DHCP, SSL, OSI Model, TCP/IP).
• 2 years of supporting Windows, macOS, or Linux operating systems in a corporate setting.
• High school diploma or equivalent.

Required skills

• Active Directory
• DFS, Print Services, SCCM
• PC hardware repair and deployment
• Network protocols: DNS, DHCP, SSL, TCP/IP, OSI Model
• Windows, macOS, Linux OS support
• Remote support tools