As an IT Support Engineer, you will be responsible for managing and maintaining IT infrastructure, addressing technical issues, and supporting business operations. This role involves both hands-on support and project management to ensure the reliability and performance of IT systems across Amazon’s fulfillment centers and logistics operations.
Key Responsibilities
- Infrastructure Management. Implement and maintain IT infrastructure, ensuring optimal performance and adherence to departmental KPIs and SLAs.
- Support and Troubleshooting. Act as an escalation point for technical issues, providing support to IT support technicians and collaborating with remote support teams.
- Project Management. Lead and manage IT projects, including installations and upgrades of networking and server infrastructure. Create, review, and execute project plans and change management requests.
- Documentation and Reporting. Maintain detailed project documentation and produce weekly reports covering metrics and work performed. Ensure compliance with Amazon’s IT and Health & Safety guidelines.
- Stakeholder Communication. Represent the IT department in meetings and conference calls, liaising with senior management, contractors, and external suppliers. Provide clear communication on technical issues and standards.
- Continuous Improvement. Drive continuous improvement of IT equipment and infrastructure, focusing on efficiency and cost reduction. Conduct site audits and support the updating and auditing of departmental documentation.
- Training and Mentoring. Provide training and mentoring to IT support technicians and act as a technical contact for remote support teams.
Basic Qualifications
- Experience. Proven experience troubleshooting in a high-availability, multi-user environment. Hands-on experience with PC repair, deployment, and liquidation.
- Networking Knowledge. Strong understanding of networking technologies including TCP/IP, subnetting, DNS, and DHCP.
- Certifications. CompTIA A+, CompTIA Network+, Cisco/CCNA, Linux (Redhat), Microsoft hardware installation, AWS, or other relevant industry certifications.
Preferred Qualifications
- Scripting/Coding. Experience with coding or scripting to automate solutions.
- Project Handling. Experience in managing small to medium-sized projects.
- Additional Skills. Ability to handle physical labor and work in confined or elevated spaces as required by Amazon’s health and safety standards.
Work Environment
- Physical Requirements. The role involves some physical labor, including working at height and in confined spaces, in accordance with Amazon's health and safety standards.
- On-Call Duty. Participate in the on-call schedule for high-severity incidents, covering your home site and other sites within your region.
Additional Information
- Recruitment. Support the recruitment of new talent into the IT Support (OTS) team once trained.
- Innovation. Engage in opportunities to innovate and improve IT infrastructure and support processes.