Amazon Support Engineer Services 

United States, Virginia 

459496774

This position is located onsite in our corporate offices. Hours are Monday through Friday from 8 am to 5 pm.Travel between local Herndon sites will be required.
Key job responsibilities
• Provide comprehensive technical support to Amazon Corporate employees.
• Travel between buildings in local area as required.
• Occasional travel to other US cities as required.
• Look for innovative process improvements and participate on teams to implement change.
• Acquire and maintain current knowledge of relevant IT policies in order to provide technically accurate solutions to users.
• Provide escalation support for customers requiring complex advanced troubleshooting, beyond the scope of front-line support.
• Creates and updates standard operating procedures (SOPs) to improve the teams’ knowledge through knowledge management.
• Manages the ticket queue to provide support with a fluctuating case count of trouble tickets, ensuring the customer is always updated on next steps through resolution.
• Manages ticket quality by executing ticket auditing across North America.
• Assists with technical projects across In-Person Support, assuring deadlines are met and projects are completed on time.
• Escalates any identified system or network outage impacting several customers to the correct service owners to mitigate downtime and impact. Assist with activities to triage and troubleshoot any system or network outage as needed.
• Follow, update and create standard operating procedures (SOP) to improve the teams' knowledge management.
• Interview candidates applying for new roles in OPC.
• Identify and provide training for front-line support to assist in career development.
• Provide in person support to internal customers for a variety of IT related software and hardware issues.

- 1+ years of Windows Server technologies: AD, DFS, Print Services, SCCM experience
- 2+ years of troubleshooting in a multi-user high availability environment experience
- 2+ years of PC repair, troubleshooting, deployment and liquidation experience
- 1+ years of IT client, server, and network service delivery experience
- 2+ years of networking (such as DNS, DHCP, SSL, OSI Model, and TCP/IP) experience
- 2+ years of corporate setting Windows, Mac or Linux Operating systems support experience
- 2+ years of supporting and maintaining a corporate network environment experience
- 1+ years of working with windows server technologies experience
- High school or equivalent diploma

- 4+ years of network troubleshooting and support experience
- 4+ years of corporate setting Windows, Mac or Linux Operating systems support experience
- 4+ years of troubleshooting in a multi-user high availability environment experience
- AV/VC experience