IT Support Technician

Job description

DESCRIPTION

Amazon's IT Support Services group is looking for best-in-class client-side support personnel. You will provide quality technical support to internal customers through all available channels, meeting or exceeding their expectations at every opportunity.

The successful IT Support Engineer will be customer focused and motivated by team success. They will be innovative, energetic, and able to adapt to new processes and procedures quickly while dealing with a high volume of requests and ambiguity. They will be committed, flexible, willing to travel, and have demonstrated the ability to maintain high levels of productivity with minimal supervision. They will demonstrate strong initiative and have the ability to learn quickly.

PURPOSE OF THE JOB:
This is a technical position where the successful individual will be required to to find solutions to problems, implement new and challenging standards whilst holding to the highest bar with regards quality and technical expertise. The ability to build productive relationships with colleagues and customers at remote sites around the world will make you successful in this role as will patience and a sense of humour.
This position requires hands-on experience across a wide IT scope. From PC hardware, IT infrastructure (hardware and software), software application and O/S support experience (including installation, configuration and troubleshooting) along with AV/VC knowledge. In short have hands-on experience supporting all levels of IT infrastructure whether on Windows, Linux/Unix and Macintosh platforms and including wired and wireless networking.

KEY RESPONSIBILITIES:
· Working as part of the IT team to provide support to key Amazon sites within the Cambridge area. The successful candidate will need to be flexible and readily able to adapt to varied procedures and processes across the different areas of the business.
· To provide a 1st and 2nd 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 an 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 act as a point of contact for contractors or external suppliers and clearly communicate technical issues and Amazon standards.
· To review, write 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 whether for a site or across multiple sites / region.

Amazon is not an average retailer and this is definitely not your average job. We'll give you the opportunity to really make a difference to our business. We're looking for an exceptional professional with outstanding technical skills who has what it takes to make us the place for people to come to find anything they might want to buy online, with the opportunity to fulfil the Amazon motto to “Work Hard. Have Fun. Make History.”

Desired profile

BASIC QUALIFICATIONS

To be successful in this role you must by thoroughly comfortable with Windows and Unix operating systems and their operation in a large scale environment. Other qualifications include:
· Strong Windows Skills, with Unix/Linux knowledge being advantageous.
· Vendor and Technical Qualifications, or appropriate work based experience
· Experience with ticketing, helpdesk, and issue resolution in line with customer facing SLAs
· Robust troubleshooting and strong analytical skills with demonstrated problem solving ability required.
· Technical aptitude, written and oral communications skills, project management and the ability to deal effectively with people at all levels (technical and business audiences) and in different situations.
· Proven ability to operate in extreme high pressure situations, successfully handle multiple competing priorities and possess a high level of discipline while displaying a high degree of flexibility and professionalism.
· Ability to travel, with driving licence and transport advantageous.