IT Support Associate II, OpsTech IT

About the role

Amazon's IT teams keep its business running by resolving complex hardware, software, server and infrastructure issues, on-site and on call, for its operations network. As an IT Support Engineer (OpsTech IT), you report to the IT Manager at your home site and work with the business, colleagues and remote support teams to implement and maintain critical infrastructure and provide day-to-day support. You act as an escalation point for IT support technicians, remote teams and operations on technical issues. The role involves occasional travel.

Key responsibilities

• Work in a busy support team to implement and maintain IT infrastructure.
• Communicate verbally and in writing with senior management stakeholders across multiple business entities.
• Keep all IT equipment and infrastructure running at optimum performance.
• Ensure departmental KPIs and SLAs are met on the home site and supported remote sites.
• Run projects across the site with the business and engineers to implement changes to the technology infrastructure.
• Keep an eye on business and technology trends.
• Manage the availability of IT equipment and infrastructure, improving efficiency and reducing costs.
• Install and maintain networking and server infrastructure with global subject matter experts, following Amazon standards.
• Carry out site audits of technical infrastructure against Amazon IT and health and safety guidelines.
• Contribute to the on-call schedule for high-severity incidents.

Required profile

• Experience in a dynamic environment with a high degree of customer service.
• Experience troubleshooting integrated and interdependent computer systems.
• Ability to lift up to 49 pounds, stand and walk during shifts up to 12 hours, and frequently push, pull, squat, bend and reach.

Required skills

• 1+ year of Windows, Mac or Linux operating system support experience, or equivalent.
• Preferred: CompTIA A+, CompTIA Network+, Cisco/CCNA, Linux (Red Hat), Microsoft hardware installation, AWS or similar certifications.
• Preferred: 2+ years of computer networking experience.