Amazon Support Associate II Global Service Desk GSD 

Portugal, Miragaia e Marteleira 

379417329

Responsibilities include:* Leverage your 1+ years of experience in help-desk or desk-side environment to solve issues for Amazon Corporate employees located in-office and remote.
* Troubleshoot and resolve customer support requests across Windows, macOS, and Ubuntu/Linux environments.
* 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 examining the problem, identifying the appropriate resources, testing proposed fixes and follow-up to ensure the problem has been resolved.* Create and submit detailed call logs documenting customer interactions that are accurate, thorough, and timely.
* Follow standard operating procedures (SOP) to improve the teams' knowledge management and create revision requests or propose new SOPs to identified gaps in existing content.
* 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.
* Leverage your Associate in Computer Science, related field or IT experience.
* Showcase your ability to work both on your own and within a team environment.
* Display a commitment to quality and strong multi-tasking skills and the desire and curiosity to learn more.
* Use your strong verbal skills, and proven ability to communicate with technical and non-technical employees.
* Adherence to shift schedules and timeliness are key requirements.
* Willingness to work flexible shifts and scheduling, weekends, and holidays.
* Must be willing and able to occasionally come to Amazon corporate sites with 24 hours notice.

- 1+ years of corporate setting Windows, Mac or Linux Operating systems support experience
- High school or equivalent
- Experience troubleshooting integrated and interdependent computer systems
- Experience maintaining zebra thermal printers, troubleshooting thin clients, PCs, scanners, and portable handheld terminals

- 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