IT Support Engineer I (ONS), IT Services

Amazon is looking for an IT Support Engineer to provide IT support to Amazon Group employees as a member of the IT department.
The IT Support Engineer in this role will play a central part in delivering on-site, face-to-face IT support, providing in-person service and support to all Amazonians prioritizing the usage of AV/VC (Audio Video / Video Conference) systems for events, meetings, and additional IT Support needs. They will work with the On-premise IT team members, vendors and integrators to integrate/manage all AV equipment, troubleshoot all levels of AV issues and be capable of resolving Tier-1 AV/IT (Basic) and Tier-2 (Complex) AV issues. They will also handle general IT support and leverage technical skills to perform various troubleshooting tasks, driving resolution of users' IT-related issues. They will have the communication skills to guide both peers and non-technical Amazonians in rapidly implementing workarounds to ensure events and meetings are held smoothly.
The successful IT Support Engineer will be customer focused, flexible and motivated by team success. They will be innovative, and able to adapt to new processes and procedures quickly while dealing with a high volume of urgent requests and ambiguity. They will be committed 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
• On-site troubleshooting of AV systems, including complex integrated systems such as large conference rooms, training rooms, executive rooms and bespoke or legacy systems
• Periodic AV/VC Room Checks
• Technical support for users (Windows/Mac/Linux)
• Work with the On-Premise IT support team, contractors and integrators through troubleshooting and repair procedures
• Communicating with manufacturers and vendors to arrange repair or RMA of faulty equipment and managing local inventory
• Working closely with partner teams including AV hardware deployment, AV Escalation, Facility Teams and MeetEx to drive continuous improvement of the customer experience
• Maintaining communication with customers and stakeholders, informing them of incident progress via thorough ticket documentation and the use of Standard Operating Procedures (SOPs)


About the team
About the Team
We provide IT support to users across 9 key areas: In-Person Support (IPS), Conference Room Support (AV), Infrastructure Support (IS), New Hire Day 1 (Hardware Onboarding), Logistics (Forward and Reverse), Peripheral Support, Events (on and off Amazon campus), Livestream Meetings, and Incident Management (IMT).

Basic Qualifications

- •2+ years of experience in Corporate AV Support with a proven record of effectively commissioning, configuring, troubleshooting or installing corporate AV systems.
- •Proven experience troubleshooting, diagnosing and understanding Video and Audio signal flow.
- •Experience working with AV equipment for Video and Audio Conferencing: Cisco, Extron, Crestron, BiAmp, Shure and Poly; AV Control Systems, DTP systems, Matrix Switchers, Extenders and Audio DSPs.
- •Understanding of Networking Basics (LAN, WAN, Protocols:IP/TCP, MAC Address, DNS)
- •Experience with AV-related network technology: video and audio over IP (e.g. Cisco, Dante/AES).
- •Language proficiency in Japanese and English (written and spoken).
- •Basic Knowledge and skills in PC (Windows and Mac OS) troubleshooting.

Preferred Qualifications

- BA/BS degree in a related technical field, or equivalent industry experience. CTS, CTS-I or CTS-D, or equivalent ITIL v3 or 4 Foundation Additional AV Certifications or formal training by manufacturers (e.g. Crestron, Extron, Biamp, QSC, Cisco, Dante, etc.)

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