Amazon Support Engineer 

Mexico, Mexico City 

444675104

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.Responsibilities include:· 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.

- 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
- High school or equivalent diploma

- 2+ years of computer networking experience
- Experience supporting video conference and teleconference equipment