ITS Support Associate
Amazon
Key Responsibilities
- Global Omnichannel Support: Provide real-time, comprehensive technical diagnostics to global Amazon Corporate teams through web chat, voice calls, emails, and internal ticketing pipelines.
- Problem Diagnosis: Research, break down, and resolve complex end-user computing flaws by identifying core technical errors, establishing fixes, and validating resolution status.
- Case Load Optimization: Efficiently manage an active operational queue balancing between 15 to 25 unresolved phone, chat, or ticket cases concurrently while adhering to rigid time-bound SLA milestones.
- SOP Compliance: Implement standard operating procedures meticulously via proactive usage of Amazon’s enterprise Knowledge Management portals.
- Incident Triaging: Promptly log precise interactions, formulate actionable technical documentation, and triage sudden network outages or server drops to secondary infrastructure engineering teams.
- 24/7 Model Availability: Maintain strict adherence to shifting schedules across a round-the-clock rotational framework to cleanly cover diverse APAC, EMEA, and AMER region time bands.
Skills & Eligibility
- Degree: A completed Bachelor’s degree in a technical discipline (B.E / B.Tech preferred).
- OS Competency: Foundational experience handling and configuring Windows, Mac, or Linux operating system environments within a structured setup.
- System Architecture: Practical grasp of analyzing, troubleshooting, and repairing integrated, interdependent computer system clusters.
- Networking Essentials: Fundamental knowledge regarding standard local area networks, routing configurations, and wireless network support principles.
- Industry Certifications: Having valid designations like CompTIA A+, CompTIA Network+, Cisco CCNA, Linux (Red Hat), Microsoft Core Hardware installation, or AWS Cloud Practitioner is a significant plus.
- Service Delivery: Excellent prior experience thriving inside an agile, highly dynamic ecosystem while delivering premium-tier customer service support.
- Degree: A completed Bachelor’s degree in a technical discipline (B.E / B.Tech preferred).
- OS Competency: Foundational experience handling and configuring Windows, Mac, or Linux operating system environments within a structured setup.
- System Architecture: Practical grasp of analyzing, troubleshooting, and repairing integrated, interdependent computer system clusters.
- Networking Essentials: Fundamental knowledge regarding standard local area networks, routing configurations, and wireless network support principles.
- Industry Certifications: Having valid designations like CompTIA A+, CompTIA Network+, Cisco CCNA, Linux (Red Hat), Microsoft Core Hardware installation, or AWS Cloud Practitioner is a significant plus.
- Service Delivery: Excellent prior experience thriving inside an agile, highly dynamic ecosystem while delivering premium-tier customer service support.
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