Jobsrican
Website Amazon
Job Description:
Amazon’s IT Services Support is the first point of contact for technical support service requests. Our IT Support Technician spends their day fielding incoming support chats, calls and online requests on behalf of Amazon Corporate and its subsidiary employees worldwide.
The successful IT Support Technician 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.
Job Responsibilities:
- Research, resolve, and respond to inquiries received via web chat, telephone calls, email, ticketing system, all in a timely manner, in accordance with team standards.
- Creates and submits detailed call logs documenting customer interactions that are accurate, thorough, and timely.
- Follow all standard operating procedures (SOP) through the effective use of Knowledge management.
- 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.
- Acquire and maintain current knowledge of relevant support policies in order to provide technically accurate solutions to users.
- Provides comprehensive technical support to Amazon Corporate employees worldwide.
- Informs customer of needed repairs and answers basic questions. Ensures that customer understands and is satisfied with work completed.
- Assists with activities to triage and escalate any system or network outage to reduce downtime.
Job Requirements:
- ITIL Foundation Certification
- Strong troubleshooting skills of very complex systems
- Adherence to shift schedules and timeliness are key requirements
- Willingness to work flexible shifts and scheduling, weekends, and holidays
- Bachelor’s degree in Computer science or IT related field.
- Microsoft MCSE, MCITP Systems Administrator (Active Directory)
- Display a commitment to quality and strong multi-tasking skills
- Strong verbal and written skills proven ability to communicate with technical and non-technical staff
- Ability to work both independently and within a team environment
- 1+ years of experience in help-desk or desk-side support environment
- Associate in Computer Science or related field or experience equivalent.
- Ability to explain complex IT concepts in simple terms
- Must have knowledge in Microsoft Windows 10 and additionally one or more of the following: Mac OS X, Linux.
- Advanced Linux systems administration skills
Job Details:
Company: Amazon
Vacancy Type: Full Time
Job Location: Cape Town, Western Cape, SA
Application Deadline: N/A
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