IT Services Support Specialist, IT Services Global Service Desk (GSD) Full Time

Summary:

Amazon Development Centre (South Africa) seeks an IT Services Support Specialist for its Global Service Desk, providing technical support to Amazon employees worldwide. The role, remote by design, involves resolving IT issues and maintaining high productivity, with occasional meetings in Cape Town.

Responsibilities:

• Provides comprehensive technical support to Amazon Corporate employees worldwide.
• Research, resolve, and respond to inquiries received via web chat, telephone calls, email, ticketing system, all in a timely manner, in accordance with team standards.
• Diagnose and troubleshoots end user computing problems including analyzing the problem, identification of appropriate resources, testing of proposed fixes and follow-up to ensure the problem has been resolved.
• Creates and submits detailed call logs documenting customer interactions that are accurate, thorough, and timely.
• Informs customer of needed repairs and answers basic questions.
• Ensures that customer understands and is satisfied with work completed.
• Follow all standard operating procedures (SOP) through the effective use of Knowledge management.
• Manage a case count between 15-25 tickets.
• Manage concurrent support conversation.
• Acquire and maintain current knowledge of relevant support policies in order to provide technically accurate solutions to users.
• Assists with activities to triage and escalate any system or network outage to reduce downtime.

Requirements:

• Experience supporting Windows, Mac and/or Linux operating systems in a corporate setting.
• Experience troubleshooting integrated and interdependent computer systems.
• Experience with network troubleshooting and support.
• Experience maintaining zebra thermal printers, troubleshooting thin clients, PCs, scanners, and portable handheld terminals.
• CompTIA A+, CompTIA Network+, Cisco/CCNA, Linux (Redhat), Microsoft hardware (installation), AWS, or other industry relevant certifications.
• Experience in a dynamic environment with a high degree of customer service.

Benefits:

• Amazon is an equal opportunities employer.
• Inclusive culture empowers Amazonians to deliver the best results for customers.
• Support for workplace accommodations or adjustments during the application and hiring process.