Italian and English IT Services Support Specialist, IT Services Global Service Desk

Há 7 dias

Rondônia, Brasil Amazon Development Center (Romania) S.R.L. Tempo inteiro

* Must read, write, and speak fluently in Italian and English
- Experience supporting Windows, Mac and/or Linux operating systems in a corporate setting
- Experience troubleshooting integrated and interdependent computer systems
- Experience with network troubleshooting and support
- Experience maintaining zebra thermal printers, troubleshooting thin clients, PCs, scanners, and portable handheld terminals
- Strong verbal skills proven ability to communicate with technical and non-technical staff
- Ability to work both independently and within a team environment
- Display a commitment to quality and strong multi-tasking skills
- Research, resolve, and respond to inquiries in accordance with organizational standards and timeframes
- Diagnose and troubleshoot end-user computing problems, including analyzing issues, identifying appropriate resources, testing solutions, and ensuring problem resolution
- Create and submit detailed, accurate call logs documenting all customer interactions
- Inform customers of needed repairs and answer technical questions, ensuring understanding and satisfaction with completed work
- Follow all standard operating procedures (SOPs) through effective use of knowledge management
- Manage concurrent support conversations and maintain a case count of 15-25 contacts
- Acquire and maintain current knowledge of relevant support policies to provide technically accurate solutions
- Assist with activities to triage and escalate system or network outages to reduce downtime
- Provide remote assistance with teleconferencing systems and AV presentation equipment A day in the life As an IT Support Associate II, you will use your skills to support employees in resolving technical problems within Amazon across a multitude of technical disciplines. Amazon has a collaborative, purposeful and enthusiastic environment where we “Work Hard, Have Fun, Make History.” On a typical day associates might dive deep into understanding the root cause of a customer issue and consult with senior engineers at Amazon. We believe in making technical support as painless as possible. To achieve this, we implement Operational Excellence best practices and strive to automate manual processes. About the team We’re proactive problem-solvers. We’re here to solve everyday tech challenges and remove stumbling blocks. At a higher level, we analyze complex processes and continuously strive for smarter ways to design, manage, and optimize. In short, we keep the tech side running smoothly so that Amazonians can get down to business.
- CompTIA A+, CompTIA Network+, Cisco/CCNA, Linux (Redhat), Microsoft hardware (installation), AWS, or other industry relevant certifications
- Experience in a dynamic environment with a high degree of customer service
- Must read, write, and speak fluently in Italian and English
- Strong troubleshooting skills of very complex systems
- Ability to explain complex IT concepts in simple terms

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