German and English IT Services Support Specialist, IT Services Global Service Desk (GSD) - 12 months (fixed-term), IT Services

This position is for 12 months (fixed-term) German and English support. The position will be inside Amazon's IT Services Support as 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 employees worldwide.

Candidates who are successful will be required to work on a rotational schedule. Available shifts may include days, afternoons and evenings. They may include one or both weekend days and schedules are subject to change. Based upon business need, there may be working overtime requests.

The successful IT Support Technician will be customer focused and motivated by team success. You will be innovative, enthusiastic, 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. This position is Remote by design, and this can change as per business requirements. You will be required to attend meetings within the Bucharest office.

Key job responsibilities

* Provide comprehensive technical support to Amazon employees worldwide via web chat, telephone, email, and ticketing systems

* 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.

BASIC QUALIFICATIONS

* Must read, write, and speak fluently in German 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

PREFERRED QUALIFICATIONS

* 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 German and English

* Strong troubleshooting skills of very complex systems

* Ability to explain complex IT concepts in simple terms

Amazon is an equal opportunities employer. We believe passionately that employing a diverse workforce is central to our success. We make recruiting decisions based on your experience and skills. We value your passion to discover, invent, simplify and build. Protecting your privacy and the security of your data is a longstanding top priority for Amazon. Please consult our Privacy Notice (https://www.amazon.jobs/en/privacy_page) to know more about how we collect, use and transfer the personal data of our candidates.

Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment 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/region you're applying in isn't listed, please contact your Recruiting Partner.