ITS Support Engineer I

Overview

Are you passionate about solving technical challenges and helping people? Do you thrive in a dynamic, high-impact environment?

Join Amazon's IT Services team as an ITS Support Engineer and be part of the engine that powers Amazon’s seamless operations. We're seeking customer-focused, innovative problem-solvers who excel in a fast-paced, collaborative environment. As part of our IT Services team, you'll have the opportunity to make a direct impact on Amazon's corporate global workforce, ensuring their laptops, servers, and websites work seamlessly so they can build the technology that businesses worldwide rely on.

As an ITS Support Engineer, you'll be the go-to knowledge expert for Amazon's corporate employees, providing seamless end-to-end services and frictionless on-site technical support to ensure productivity remains secure and uninterrupted. ITS Support Engineers are dedicated, dependable, and customer-focused, owning the overall IT experience. They guarantee our employees have the tools and resources they need to be successful, innovative, and efficient.

ITS Support Engineers have an advanced understanding of IT standards, systems, and equipment deployed throughout Amazon. They can work independently or collaborate with partner teams and contractors, managing projects while maintaining a high level of productivity to meet goals. They quickly adapt to new processes and procedures, acting as a mentor and main partner for escalations within the team.

Your day will be filled with exciting challenges and opportunities to showcase your technical expertise. You’ll engage with Amazonians across various teams, recognizing their unique IT needs and providing personalized, high-quality support. You’ll be a trusted advisor and problem-solver, taking initiative to diagnose, troubleshoot, and resolve a wide variety of specialized hardware and software issues with effective solutions. Our Engineers guide and empower technical and non-technical Amazonians through the ever-evolving digital landscape, implementing solutions that fit their needs.

Key responsibilities

• Deliver on-site, high-quality, hands-on support diagnosing, troubleshooting, and resolving issues; evaluate log files to determine the health of systems, software, and hardware
• Assist with activities to triage and escalate system or network outages to reduce downtime
• Understand and execute change management activities in a high-availability environment
• Participate with partner teams and vendors on continuous improvement projects, defining requirements and managing execution to deliver operational excellence and value
• Effectively manage and oversee IT asset inventories
• Participate in hiring efforts, training, and developing peers and new team members as a mentor, seeking and leveraging diverse perspectives in all activities
• Continuously expand skills, learn the latest technologies, and maintain knowledge of IT policies to provide technically accurate solutions
• Occasional travel required based on business needs
• Participate in 24/7 on-call duty required for isolated high-severity incidents, serving as escalation point outside regular hours

Day in the life

If you are not sure that every qualification on the list above describes you exactly, we’d still love to hear from you. At Amazon, we value people with unique backgrounds, experiences, and skill-sets. If you’re passionate about this role and want to make an impact on a global scale, please apply!

Benefits

Amazon offers a full range of benefits that support you and eligible family members, including domestic partners and their children. Benefits can vary by location, the number of regularly scheduled hours you work, length of employment, and job status such as seasonal or temporary employment. The benefits generally applicable to regular, full-time employees include:

• Medical, Dental, and Vision Coverage
• Maternity and Parental Leave Options
• Paid Time Off (PTO)
• 401(k) Plan

Learn more about our benefits: https://www.amazon.jobs/en/benefits/us-benefits-and-stock

About the team

Our IT Services team is a dynamic and diverse group of passionate problem-solvers who thrive on challenges and continuously push the boundaries of innovation. We foster an inclusive and collaborative environment where every voice is heard, and every idea is valued. Join us and be part of a team that truly makes a difference in the lives of Amazonians worldwide.

Inclusive culture

Here at Amazon, learning and curiosity are part of our nature. Our employee-led affinity groups foster a culture of inclusion that empowers us to embrace our differences. Ongoing events and learning experiences inspire us to never stop embracing our uniqueness.

Mentorship and career growth

We strive to raise our performance bar and empower you to grow both personally and professionally through mentorship, knowledge-sharing, and career-advancing resources.

Qualifications

Basic Qualifications

• 1+ years of Windows Server technologies experience (Active Directory, DFS, Print Services, SCCM)
• 2+ years of troubleshooting in a multi-user high-availability environment
• 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 experience (DNS, DHCP, SSL, OSI Model, TCP/IP)
• 2+ years of corporate setting Windows, Mac, or Linux OS support experience
• 2+ years of supporting and maintaining a corporate network environment
• High school diploma or equivalent

Preferred Qualifications

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

Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.

Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country or region you’re applying in isn’t listed, please contact your Recruiting Partner.

The base salary range for this position is listed below. Your Amazon package will include sign-on payments and restricted stock units (RSUs). Final compensation will be determined based on factors including experience, qualifications, and location. Amazon also offers comprehensive benefits including health insurance (medical, dental, vision, prescription, Basic Life & AD&D insurance and option for Supplemental life plans, EAP, Mental Health Support, Medical Advice Line, Flexible Spending Accounts, Adoption and Surrogacy Reimbursement coverage), 401(k) matching, paid time off, and parental leave. Learn more about our benefits at https://amazon.jobs/en/benefits.

Location: USA, NY, New York — 28.00–45.00 USD hourly