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Amazon Spain Services, S.L.

ITS Support Assoc II (ONS)

One or more years’ experience supporting operating systems (Windows, Macintosh or Linux)
Experience supporting through various channels (on-premise)
Proficiency supporting office productivity applications ( Outlook, Word, and Excel)
Experience using a ticket system for customer service requests
Experience with PC imaging
Experience with hardware troubleshooting (Client/Sever, Network equipment)
English & Spanish proficiency


Amazon is not an average retailer and this is definitely not your average job. We’ll give you the opportunity to really make a difference to our business. We’re looking for an exceptional professional with outstanding technical skills who has what it takes to make us the place for people to come to find anything they might want to buy online, with the opportunity to fulfill the Amazon motto to “Work Hard. Have Fun. Make History.”

THE ROLE

This is a technical support position where the successful individual will be required to provide support to all levels of customer issue. The ability to build productive relationships with colleagues at remote sites around the world will make you successful in this role as will patience and a sense of humour.

This position requires hands-on experience across a wide IT scope. From PC hardware, IT infrastructure (hardware and software), software application and development and O/S support experience (including installation, configuration and troubleshooting). In short have hands-on experience supporting all levels of IT infrastructure whether on Windows, Linux/Unix and Macintosh platforms and including wired and wireless networking. The ability to support customers via remote channels such as voice and chat will also be a requirement.

Responsibilities - Provide comprehensive technical support to Amazon employees worldwide
  • Research, respond and resolve to inquiries via ticketing system, live chat, Phone, email all in a timely manner, in accordance with organisational standards
  • Diagnose and troubleshoot end user computing problems including analysing the problem, identification of appropriate resources, testing of proposedfixes and follow-up to ensure the problem has been resolved
  • Create and submit detailed ticket logs documenting customer interactions that are accurate, thorough and timely
  • Manage a fluctuating case count of trouble ticket
  • Acquire and maintain knowledge of relevant policies in order to provide technically accurate solutions to users
  • Provide on call support for Sev 1 and Sev 2 incidents whether for a site or across multiple sites / region
  • Follow, update and create standard operating procedures (SOP) to improve the teams’ knowledge management
  • Assist with coaching and developing talent at the role level
  • Ability to liaise with vendors for all steps of the procurement process
  • Must be willing to work in a fast paced and growing European and global environment where some travel maybe required.

Key job responsibilities
This role is a technical on-premise position supporting internal employees.

This position requires hands-on experience in supporting PC hardware for internal employees.

It requires working with internal ticketing tool to communicate with customers.

Prepare hardware for new hires joining the company and also manage IT asset inventory.
Knowledge of basic network troubleshooting Understanding of the basic concepts of Information - Systems security Experience providing IT support in a medium to large sized company A demonstrated willingness to learn and apply new technology Ability to identify and proactively resolve or escalate issues Amazon is an equal opportunities employer. We believe passionately that employing a diverse workforce is central to our success. We make recruiting decisions based on your experience and skills. We value your passion to discover, invent, simplify and build. Protecting your privacy and the security of your data is a longstanding top priority for Amazon. Please consult our Privacy Notice (https://www.amazon.jobs/en/privacy_page) to know more about how we collect, use and transfer the personal data of our candidates.

Publicada el 9 de March de 2023

Finaliza el 7 de June de 2023

Este trabajo esta cerrado

Evaluador de Calidad (Remoto - España)