IT Support Engineer I (HOT), Hardware Onboarding Team (ITS-HOT) London, England
Job description
- Associate in Computer Science or related field or experience equivalent.
- 1+ years of experience in help-desk or desk-side environment
- Experience in Windows, Mac OS environments
- Strong verbal skills proven ability to communicate with technical and non-technical staff
- Ability to work both independently and within a team environment
- Display a commitment to quality and strong multi-tasking skills
Amazon's ITS-HOT team is resonsible for the triage and escalation of global device requests for new hires and existing Amazonians. You will use knowledge and specialized skills to implement solutions and provide high quality support ITS-HOT customers. You are able to troubleshoot and resolve straightforward problems that may not yet have SOPs (or they don’t cover the use case). You know when it is appropriate to deviate from a standard practice to accomplish a desired result. You are able to evaluate issues based on the severity, the time you have available, and the volume of other expected work to meet SLAs. You may resolve personally or take the right steps to hand-off to a co-worker or another team. Your work is periodically reviewed by your manager.
You work on small IT Support projects, defining requirements and managing execution. You interact with, and may influence, other teams as customers of your work or as partners to meet goals. You ask the right questions and are able to understand why a decision was made, and drive a constructive discussion. You may be asked to assign tasks and/or audit the work of IT Support Associates and/or partners for quality and completeness. You are trusted with higher level system permissions to perform your work. You identify root causes of operational issues, and participate in continuous improvement efforts to eliminate process inefficiencies. You author knowledge base articles and user documentation. You are learning to code and may be automating tasks or modifying small tools.
You participate in hiring efforts and help train co-workers. You act as an escalation point for IT Support Associates encountering unexpected situations. You escalate when actions needed require significant deviation from SOPs, when issues become risks, and when projects hit barriers. You make appropriate trade-offs: your time available vs. issue severity/SLA vs. support work volume (e.g., tickets, projects, etc.).
LP Concentrations are Customer Obsession, Deep Dive & Invent & Simplify
Key job responsibilities
Triage & Escalation Tickets for New Hire and Existing Amazonian Device Tickets
Co-Lead Group Based Training Program for Day1
- Bachelor’s degree in Computer science or IT related field
- Microsoft MCSE, MCITP Systems Administrator (Active Directory)
- Bachelor’s degree in Computer science or IT related field
- Advanced Linux systems administration skills
- Strong troubleshooting skills of very complex systems
- Ability to explain complex IT concepts in simple terms
- ITIL Foundation Certification
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