IT Technical Support Engineer

Job description

DESCRIPTION

Are you inspired by invention? Is problem solving through teamwork in your DNA? Do you like the idea of seeing how your work impacts the bigger picture? Answer yes to any of these and you’ll fit right in here at Amazon Robotics. We are a smart team of doers that work passionately to apply cutting edge advances in robotics and software to solve real-world challenges that will transform our customers’ experiences in ways we can’t even image yet. We invent new improvements every day. We are Amazon Robotics and we will give you the tools and support you need to invent with us in ways that are rewarding, fulfilling and fun.

The AR IT Operations Technical Support Engineer (Tier 2) will act as an escalation point for any issues that exceed the responsibilities of the Tier 1 Support Engineers, this includes hardware repairs, AV support from small to large company events in any environment as well as conference room support, Ubuntu support, networking support, as well as mentoring the Tier 1 team. You may be asked to provide Service Desk room coverage, new hire support, and or triage as well should the Tier 1 team not be able to provide coverage for any reason. You will be asked to manage small to medium cross functional projects which includes ability to define requirements, facilitate progress and ability to identify potential risks and blockers. You will also be asked to implement technical solutions, manage and execute change management requests, and troubleshoot and clearly define problems. Respond to emergency events during and off business hours while taking on call responsibilities.

Responsibilities
· Provide Tier 2 technical support for incoming issues related to computer systems, software, and hardware (not limited to) while meeting and/or exceeding all defined SLA’s.
· Train and mentor junior level tech support associates.
· Train end users as needed.
· On call after hours rotation.
· Maintain daily performance of computer systems.
· Manage small to medium cross functional projects as described above.
· Walk customer through problem-solving process ensuring resolution.
· Install, modify, and repair computer hardware and software.

PREFERRED QUALIFICATIONS

· Bachelor’s degree in Computer Science.
· Knowledge of the ITIL/Scrum methodology.
· Experience supporting a manufacturing production environment.
· Experience with 3D CAD Design software such as SolidWorks and AutoCad is a plus but not necessary.

Desired profile

BASIC QUALIFICATIONS

· 1-2 years of experience in a help desk environment supporting more than 250 users in a team environment is a must.
· Experience using Mac OS/Windows/Ubuntu
· Must demonstrate ownership, superior customer service skills, ability to communicate with peers as well as our customers. Ability to operate in high pressure situations and successfully handle multiple priorities with little supervision.
· Strong analytical skills with demonstrated problem solving ability, while documenting resolutions in our knowledge base.
· Experience managing small scale projects.
· AV Experience supporting small to large scale events as well as conference room support is a must.
· Ability to handle ambiguity.
· Experience working in a team environment.
· Ability to lift 25 lbs.