IT Support Engineer I, On-prem Infrastructure Services
DESCRIPTION
Are you passionate about helping people solve IT problems? Love being a part of an exciting and innovative environment? Join Amazon IT Services! We’re looking for people who strive to “Work Hard. Have Fun. Make History.”
Amazon is seeking bright, adaptable, and hardworking applicants to join our IT Services organization as an IT Support Engineer. IT Support Engineers work with Amazonians to provide and support the IT equipment and services that are used every day. We treat Amazon employees as our customers and provide timely, accurate, and professional assistance.
Amazon's IT Services Support is the first point of contact for technical service requests for Amazon Corporate and its subsidiary employees worldwide.
The successful IT Support Engineer will be customer focused and motivated by team success. You will be innovative, energetic, and able to adapt to new processes and procedures quickly while dealing with a high volume of requests. You will also be committed, flexible, and have demonstrated ability to maintain high levels of productivity while maintaining quality support.
Key job responsibilities
Provide comprehensive technical support to Amazon Corporate employees
Acquire and maintain current knowledge of relevant IT policies in order to provide technically accurate solutions to users
Perform hardware procurement and asset management
Troubleshoot/support LAN and on-site servers via tickets, alerts and change management
Create and maintain documentation
Ticket queue management
Handle requests and technical project work to completion
Assist with activities to triage and escalate any system or network outage to reduce downtime
Provide on call-support for Sev1 and Sev2 incidents
Handle escalations from Level 1 support
Follow, update and create standard operating procedures (SOP) to improve the teams' knowledge management
Daily travel around the Greater Seattle area
After hours work for change requests required
About the team
On-Prem Infrastructure Support (OIS) focuses on the operation, maintenance and upgrade of the network and server infrastructure within corporate sites . Scope extends from the circuits that connect sites to the Internet, through MDFs and IDFs then out to wall jacks and Wireless Access Points. OIS manages copper and fiber connections within and between sites. Layer 1 troubleshooting and logistics are core competencies. OIS staff have functional knowledge of server hardware and operating systems, layer 2/3 networking , and network services (DNS, DHCP, NTP, etc). The role is ~50/50 break-fix and projects.
BASIC QUALIFICATIONS
- 1+ years of Windows Server technologies: AD, DFS, Print Services, SCCM experience
- 2+ years of troubleshooting in a multi-user high availability environment experience
- 2+ years of PC repair, troubleshooting, deployment and liquidation experience
- 1+ years of IT client, server, and network service delivery experience
- 2+ years of networking (such as DNS, DHCP, SSL, OSI Model, and TCP/IP) experience
- 2+ years of corporate setting Windows, Mac or Linux Operating systems support experience
- 2+ years of supporting and maintaining a corporate network environment experience
- 1+ years of working with windows server technologies experience
- High school or equivalent diploma
PREFERRED QUALIFICATIONS
- 2+ years of computer networking experience
- Experience supporting video conference and teleconference equipment
Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. For individuals with disabilities who would like to request an accommodation, please visit https://www.amazon.jobs/en/disability/us.
Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $46,900/year in our lowest geographic market up to $103,000/year in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on job-related knowledge, skills, and experience. Amazon is a total compensation company. Dependent on the position offered, equity, sign-on payments, and other forms of compensation may be provided as part of a total compensation package, in addition to a full range of medical, financial, and/or other benefits. For more information, please visit https://www.aboutamazon.com/workplace/employee-benefits. This position will remain posted until filled. Applicants should apply via our internal or external career site.