IT Support Engineer I – Global IT Services
Amazon · Flores
Description du poste
About the role
Amazon IT Services is looking for an IT Support Engineer I to join its global support team. You will be the first point of contact for Amazon employees worldwide, delivering timely and professional technical assistance across multiple channels.
Key responsibilities
- Provide comprehensive technical support to Amazon corporate employees via web chat, phone, email and ticketing system.
- Diagnose, troubleshoot and resolve end‑user computing issues, testing fixes and confirming resolution.
- Document interactions with detailed call logs and ensure customer satisfaction.
- Manage a fluctuating volume of trouble tickets while adhering to organizational standards.
- Assist in triaging and escalating system or network outages to minimize downtime.
- Offer on‑call support for Sev1 and Sev2 incidents and handle escalations from Level 1 support.
- Update and create standard operating procedures to improve knowledge management.
- Participate in technical projects and support talent development within the team.
Required profile
- Customer‑focused mindset with a strong drive for team success.
- Ability to adapt quickly to new processes and handle high request volumes.
- Committed, flexible and capable of maintaining productivity while delivering quality support.
Required skills
What we offer
- Opportunity to work in an innovative, fast‑paced environment.
- Access to Amazon’s global resources and career development programs.
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