IT Support Technician

Roles and responsibilities

As an IT Technician, you will report to the IT Manager at your home site and will be responsible for working closely with the business, your colleagues and remote support teams to implement and maintain infrastructure elements. You will represent the ‘face of IT’ to the Business and you will thrive in providing world-class service to our customers.

You will be a key part of a multinational diverse team, thrive in delivering high-quality results and always be on the lookout for improvements.

Business Area: Operations – Fulfilment Centre and Logistics

The IT Operation team supports the IT Infrastructure at each of the Amazon sites and provides IT support to our customer base.

What makes this team a great place to work?

• Day 1 opportunity – You will be joining a team that is responsible to what happens after the customer clicks “buy”.
• Opportunities for growth - You will have the opportunity to influence and shape the direction of our services.
• You will be part of exciting projects with the opportunity to focus and develop expertise in areas of your interest.
  

What We Are Looking For

Putting the customers first, you will provide a 1st support service that ensures all IT equipment and infrastructure is running to its optimum performance and that all departmental Key Performance Indicators (KPIs) and Service Level Agreements (SLAs) are met on your home site as well as any remote sites that you and your team also support.

Key job responsibilities

The extent of your responsibilities will include but not be limited to:

• Health & Safety: ownership and accountability, ensuring that work is carried out to a high standard and complies with all Amazon polices and guidelines.
• Installation, maintenance and support of IT equipment
• Asset and Inventory management.
• Liase with 3rd party vendors and suppliers to ensure efficient asset management.
• Liaise with contractors or external suppliers and clearly communicate technical issues and Amazon standards.
• Maximizing the availability of all IT equipment and infrastructure through continuous improvement and proactive, preventative maintenance.
• Providing technical support/input to site and team projects and initiatives.
• Conducting end user equipment trials and testing.
• Providing assistance to senior engineers as required
• Working in shifts (including weekends) and supporting occasional changes in working hours.
  

Basic Qualifications

• CompTIA A+, CompTIA Network+, Cisco/CCNA, Linux (Redhat), Microsoft hardware (installation), AWS, or other industry relevant certifications
  

Preferred Qualifications

• Experience troubleshooting integrated and interdependent computer systems

Desired candidate profile

1. Technical Proficiency

• Strong understanding of hardware and software components, including desktops, laptops, servers, printers, and networking devices.
• Proficiency in operating systems such as Windows, Mac OS, and Linux.
• Familiarity with troubleshooting network issues (e.g., IP address conflicts, VPN, DNS, DHCP) and wireless connectivity.

2. Problem-Solving and Troubleshooting

• Ability to diagnose and resolve technical problems quickly and efficiently.
• Strong analytical skills to assess issues and determine appropriate solutions.
• Experience in troubleshooting software issues, operating system problems, and peripheral hardware malfunctions.

3. Networking Knowledge

• Basic understanding of networking concepts such as TCP/IP, routers, firewalls, switches, and VPNs.
• Experience with configuring and maintaining network infrastructure, including setting up Wi-Fi and network devices.

4. Customer Service

• Excellent communication skills to interact with end-users and understand their technical issues.
• Ability to explain technical concepts in a way that non-technical users can understand.
• Patience and empathy to provide support in a customer-friendly manner.

5. Software and Application Support

• Proficiency in common business applications such as Microsoft Office Suite, Google Workspace, and enterprise software.
• Ability to install, configure, and troubleshoot software applications and operating systems.

6. Time Management and Multitasking

• Ability to prioritize tasks effectively to address urgent issues while maintaining quality support for other requests.
• Efficient at handling multiple requests simultaneously, especially during high-demand periods.

7. Security Awareness

• Knowledge of basic cybersecurity practices, including firewalls, antivirus software, and encryption protocols.
• Ability to assist with setting up user permissions and managing security protocols on systems and networks.

8. Documentation and Reporting

• Ability to document technical issues, solutions, and support requests in a clear and organized manner.
• Familiarity with ticketing systems (e.g., Zendesk, ServiceNow) for logging support issues and tracking resolutions.

9. Hardware Maintenance

• Skills in installing, configuring, and troubleshooting hardware components like hard drives, RAM, printers, and peripheral devices.
• Knowledge of hardware maintenance, repair, and upgrades to ensure optimal performance.

10. Backup and Recovery

• Understanding of backup systems, data recovery processes, and disaster recovery planning.
• Ability to perform routine backups and help users recover lost data or restore systems.