Support engineer ii

This position is responsible for the installation, maintenance and troubleshooting of desktop computers, peripherals, software and related systems. Responsibilities include the timely resolution of issues affecting hardware, software and user permissions, as well as routine hardware maintenance. Detailed knowledge of basic computer concepts, PC hardware and software troubleshooting, and workstation (desktop/laptop) hardware. Experience supporting Windows XP/7 and Server operating systems in a managed desktop environment. Experience supporting Macintosh OS X (10.4 & upwards) desirable. Basic working knowledge of Linux/UNIX systems (Red Hat preferable) at a user level. Solid knowledge of networks including Ethernet, TCP/IP, and Windows Server networking. Self motivated with the ability to work independently with minimal supervision. Ability to maintain Customer Focus, stay motivated and be proactive. Insist on the highest standards from self and others. Good verbal and written communication skills. Good attention to detail and organizational skills. Must be able to safely lift up to 50 lbs. Microsoft MCSA/MCSE desirable. Additional vendor administrator level certifications preferred, especially Apple ACMT/ACSP and Cisco CCNA. BS Degree in computer science or combination of education and relevant experience.

Basic qualifications • 2+ years of experience supporting Windows, Mac and/or Linux Operating systems in a corporate setting • High school or equivalent diploma • Associate in Computer Science or related field or experience equivalent. • 2+ years of experience in helpdesk 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

Preferred qualifications • 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

Skills: windows, mac, linux, in person help desk

Top Skills Details: windows, mac, linux, in person help desk

Additional Skills & Qualifications: Amazon's IT Support is the first point of contact for technical support service requests. Our IT Support Associate II spends their day fielding incoming chats, calls, and online requests from Amazon Corporate and its subsidiary employees worldwide. The successful IT Support Associate II 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 demonstrate the ability to maintain high levels of productivity while maintaining quality support.

• Provide basic 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 organizational standards. • Diagnose and troubleshoot end user computing problems including analyzing the problem, identifying the appropriate resources, testing proposed fixes and following up to ensure the problem has been resolved. • Create and submit 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. • Acquire and maintain current knowledge of relevant policies in order to provide technically accurate solutions to users. • Assist with activities to triage and escalate any system or network outage to reduce downtime. • Assist with remote assistance in Teleconferencing systems and AV presentation equipment. • Adherence to shift schedules and timeliness are key requirements • Willingness to work flexible shifts and scheduling, weekends, and holidays