About Company
Amazon is a company of builders. We work together to imagine, invent, and design to make the lives of our customers easier and better. We are a company where innovation is not just encouraged, but expected. From revolutionizing how people shop to transforming the digital landscape with cloud computing, Amazon continues to push the boundaries of what’s possible. Our success is built on a foundation of customer obsession, a commitment to operational excellence, and a culture that values diverse perspectives. Joining Amazon means becoming part of a global team that is constantly learning, adapting, and growing. We believe in taking ownership, moving with urgency, and fostering an environment where every employee can contribute meaningfully to our mission. This remote IT Support role offers a unique opportunity to contribute to Amazon’s vast infrastructure from the comfort of your home, ensuring seamless operations for our internal teams and ultimately, our customers.
Job Description
Are you a problem-solver with a passion for technology and a commitment to exceptional service? Amazon is seeking a dedicated and self-motivated IT Support professional to join our remote team, specifically supporting our operations from a home-based office. In this role, you will be the first line of defense for our internal employees, troubleshooting a wide array of technical issues to ensure they have the tools and resources needed to perform their jobs effectively. This is a critical role that requires a blend of technical expertise, strong communication skills, and the ability to work independently within a fast-paced environment. You will be responsible for providing technical assistance and support related to computer systems, hardware, and software, working through tickets and direct interactions. Our ideal candidate thrives on resolving complex technical challenges, possesses excellent customer service instincts, and is eager to contribute to a world-class IT support experience. This role requires disciplined self-management, robust internet connectivity, and a dedicated home office setup that meets our remote work standards. You’ll have the opportunity to make a tangible impact on the productivity and satisfaction of your Amazon colleagues across various departments, contributing to the smooth operation of one of the world’s largest and most dynamic companies.
Key Responsibilities
- Provide technical support for incoming queries and issues related to computer systems, software, and hardware via phone, email, chat, and remote assistance tools.
- Respond to and resolve help desk tickets in a timely and efficient manner, prioritizing issues based on urgency and impact.
- Install, modify, and repair computer hardware and software systems.
- Run diagnostic programs to resolve problems and escalate complex issues to appropriate internal teams when necessary.
- Set up equipment for new users and ensure proper installation of cables, operating systems, and appropriate software.
- Train computer users on new hardware or software as needed.
- Maintain daily performance of computer systems and conduct routine system maintenance checks.
- Document technical procedures, solutions, and resolutions in the knowledge base.
- Collaborate with other IT teams and departments to ensure seamless service delivery and problem resolution.
- Adhere strictly to Amazon's security and data privacy policies and best practices.
- Manage time effectively to meet service level agreements (SLAs) and productivity targets in a remote setting.
Required Skills
- 2+ years of experience in IT support, help desk, or technical customer service roles.
- Proficiency with Windows and macOS operating systems.
- Solid understanding of network fundamentals (TCP/IP, DNS, DHCP, VPN).
- Experience with remote support tools and methodologies.
- Strong troubleshooting and problem-solving abilities for hardware and software issues.
- Excellent verbal and written communication skills with a customer-centric approach.
- Ability to work independently and manage time effectively in a remote work environment.
- Experience with Active Directory user and computer management.
- Ability to diagnose and resolve basic printer, mobile device, and peripheral issues.
Preferred Qualifications
- Associate's or Bachelor's degree in Information Technology, Computer Science, or a related field.
- Industry certifications such as CompTIA A+, ITIL Foundation, or Microsoft Certified Solutions Associate (MCSA).
- Experience with cloud computing platforms, particularly AWS.
- Familiarity with ticketing systems (e.g., ServiceNow, Jira).
- Prior experience working in a remote IT support capacity.
- Basic scripting knowledge (e.g., PowerShell, Python) for automation.
- Experience supporting a large enterprise environment.
Perks & Benefits
- Competitive salary package.
- Comprehensive health, dental, and vision insurance plans.
- 401(k) retirement plan with company match.
- Generous paid time off (PTO) and company holidays.
- Employee discount on Amazon products and services.
- Opportunities for career growth and professional development.
- Access to Amazon's extensive online learning platforms.
- Employee assistance program and wellness initiatives.
- Flexible remote work environment.
- Parental leave benefits.
How to Apply
To apply for this exciting opportunity, please click on the application link below. Ensure your resume highlights your relevant IT support experience and technical skills. We look forward to reviewing your application!