IT Support Assoc II (ONS), IT Services Variable

The Amazon Helpdesk is the first place for Amazon employees to go with technical questions and problems with Amazon's desktops, laptops, mobile devices, network services and software. The Amazon Helpdesk works with Amazon and Amazon service managers and other staff to maintain internal solutions and respond to employees’ technical issues. Additionally, they manage all the on-premise infrastructure including servers, network device, telephony and printers.

Amazon.com is looking for a dynamic and motivated IT Support Engineer to join their IT Services Team. If you are customer-focused with strong problem-solving skills and have experience with Chrome OS and Windows environments, we want to talk with you.

As a member of the team you will have the opportunity to develop your career by maintaining and supporting Amazon’s unique corporate infrastructure, service platforms and employees. This is a challenging role that demands strong communication skills, technical, analytical and problem-solving competencies and most importantly, customer obsession.



Key job responsibilities
- Provide ticket-based, walk-up and remote Helpdesk support for Amazon’s growing multi-site user base and environments.
- Direct internal and external service provider engagements, as needed, in the processing of support requests for effective and timely resolution of issues.
- Manage various routine processes such as new hire onboards, computer life cycle management, asset management, computer imaging, hardware warranty support and hardware recycling.
- Participate in the development, implementation and administration of processes and procedures to ensure the reliability, recoverability, and optimum performance of user hardware and local services.
- Work in tandem with the rest of the IT Operations team to uphold system SLAs with a rotating On-call schedule for production support issues.
- Research, procure, vet and deploy new hardware and software solutions.


A day in the life
Seeking a customer-focused IT Support Associate who excels in Windows/Mac/Linux OS deployment, remote technical support, and comprehensive user hardware/software/peripheral assistance, while demonstrating expertise in LAN troubleshooting and hardware asset management. The ideal candidate will maintain detailed documentation while handling a high volume of urgent requests, displaying innovation, energy, and adaptability in new processes. They must be self-motivated, able to work independently with minimal supervision, and maintain high productivity levels while managing ambiguous situations. This role requires someone who combines strong technical capabilities with genuine curiosity, commitment to team success, and an initiative in delivering hands-on IT support across all platforms.

Basic Qualifications

- 3+ years of corporate setting Windows, Mac or Linux Operating systems support experience
- Experience troubleshooting integrated and interdependent computer systems
- Experience maintaining zebra thermal printers, troubleshooting thin clients, PCs, scanners, and portable handheld terminals
- Experience in technical support, or experience in managing and troublshooting network and experience working with REST API based services
- Experience with software or hardware troubleshooting and device connectivity
- Experience troubleshooting networks like TCP/IP, DNS, routing, switching, firewalls, LAN/WAN, traceroute, iperf, dig or curl
- Experience in procurement, inventory and asset management of IT equipment as well as IT lifecycle
- Experience creating process documentation
- Bachelor's degree or equivalent

Preferred Qualifications

- CompTIA A+, CompTIA Network+, Cisco/CCNA, Linux (Redhat), Microsoft hardware (installation), AWS, or other industry relevant certifications
- Experience in a dynamic environment with a high degree of customer service

Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.