At Amazon, we strive to be Earth's most customer-centric company where people can find and discover anything they want to buy online. We hire the world's brightest minds, and offer them an environment where they can relentlessly innovate for our customers. As a member of our IT Services Organization, you will have an opportunity to make a valuable contribution to that goal.
The IT Support Engineer will be responsible for providing professional, effective and knowledgeable IT support to all customers in Amazon. They will work closely with other internal teams and contractors to troubleshoot issues with IT systems. They will have an understanding of the broad variety of IT standards deployed at Amazon and be capable of resolving straightforward issues. They will have the communication skills to guide both peers and non-technical Amazonians to implement solutions that maintain productivity
The successful IT Support Engineer will be customer focused and take ownership for the IT experience. They will be innovative, energetic, and able to adapt to new processes and procedures quickly while dealing with day to day and ad-hoc customer requests. They will be committed, flexible and have demonstrated the ability to maintain high levels of productivity while working independently with minimal supervision. They will demonstrate strong initiative and genuine curiosity
Key job responsibilities
- This role is a technical on-premise position supporting internal employees.
- This position requires hands-on experience across various support and infrastructure technologies. This includes PC hardware, IT infrastructure (Wired and Wireless ), software applications and operating system support experience.
- To provide a 1st / 2nd and 3rd line support service that ensures all IT equipment and infrastructure is running to its optimum performance and that all departmental KPIs and SLAs are met. Escalating where required. Whether it be a single end user or an IT peer the role requires the individual to support and solve all issues – no job is too big or small.
- To draft, support, audit and move the bar with regards to standards and the corresponding documentation. Helping define processes and measures to ensure their success.
- Project support and management including acting as a single point of contact for projects, to provide technical support/input to site and team projects and initiatives. Including prioritization of workloads for both local and remote teams to ensure project delivery.
- To act as a point of contact for contractors or external suppliers and clearly communicate technical issues and Amazon standards.
- To audit, support and execute change management requests as required (which does include out of hours work).
- Interact with suppliers, request quotes and purchase equipment in accordance with policies, budgets and operational demand; including all aspects of procurement and inventory management.
- To carry out ad-hoc requests as and when required.
- Contribute to the on call schedule for cases with critical impact.
We are open to hiring candidates to work out of one of the following locations:
Munich, BY, DEU
- 2+ experience supporting operating systems (Windows, Macintosh or Linux)
- Excellent customer facing skills
- Experience with advanced hardware and software troubleshooting (Client/Sever, Network equipment, Telephony)
- Experience in IT equipment lifecycle management
- Ability to understand and execute change management activities
- Ability to provide on-call support for high severity incidents
- Ability to liaise with vendors and partner teams to deliver projects
- English language skills
- German language skills (at least at basic level)
- Holds an understanding of core network technologies (DHCP, DNS, TCP/IP, VLAN, SNMP)
- Experience in Active Directory, Windows Server and Backup solutions
- Ability to write simple scripts in an administrative language
- Video conferencing setup and troubleshooting
- Good understanding of VoIP technologies
- Ability to identify and proactively resolve or escalate issues
- Strong analytical skills with demonstrated problem solving ability
- Proven ability to operate in high pressure situations handling multiple competing priorities
- Willing to work in a fast paced global environment where travel might be required
- Ability to develop clear, concise documentation
Amazon is an equal opportunities employer. We believe passionately that employing a diverse workforce is central to our success. We make recruiting decisions based on your experience and skills. We