IT Support Engineer I – Global IT Services

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.