Amazon Support Engineer 

Mexico, Mexico City 

511991158

The successful IT Support Engineer will be customer focused and motivated by team success. You will be innovative, energetic, and able to adapt to new processes and procedures quickly while dealing with a high volume of requests. You will also be committed, flexible, and have demonstrated ability to maintain high levels of productivity while maintaining quality support.Key job responsibilities· 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 troubleshoots end user computing problems including analyzing the problem, identification of appropriate resources, testing of 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.
· Inform customer of needed repairs and answers basic questions. Ensures that customer understands and is satisfied with work completed.
· Manage a fluctuating case count of trouble tickets
· 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.
· Provide on call support for Sev1 and Sev2 incidents
· Handle escalations from Level 1 support
· Follow, update and create standard operating procedures (SOP) to improve the teams' knowledge management.
· Assist with technical projects
· Assist with coaching, and developing talent at the role level.

- 2+ years of corporate setting Windows, Mac or Linux Operating systems support experience
- High school or equivalent diploma
- Able to communicate effectively in English, within technical and business settings.

- 2+ years of computer networking experience
- Experience supporting video conference and teleconference equipment
- 2+ years of IT client, server, and network service delivery experience