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Amazon Support Eng ONS Services Canada, Ontario, Old Toronto 936286272
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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:
• Provide comprehensive technical support to Amazon Corporate employees
• Provide end user, Windows/Mac/Linux OS deployment and support
• On-site troubleshooting of AV systems, particularly complex integrated systems such as large conference rooms, training rooms, executive rooms and bespoke or legacy systems.
• Working with on-premise IT technicians, contractors and integrators through troubleshooting and repair procedures
• Communicating with manufacturers and vendors to arrange repair or RMA of faulty equipment and managing local inventory
• Acquire and maintain current knowledge of relevant IT policies in order to provide technically accurate solutions to users.
- Perform hardware procurement and asset management
- Troubleshoot/support LAN and on-site servers via tickets, alerts and change management
- Create and maintain documentation
- Ticket queue management
- Handle to completion requests and technical project work
• 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.
• Travel in Canada may be required
- 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
- Experience supporting video conference and teleconference equipment
PREFERRED QUALIFICATIONS
- 2+ years of computer networking experience
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