About the Role

The IT Support Associate II provides frontline technical support to Amazon employees worldwide through phone, chat, and online requests. This role involves troubleshooting account access, software applications, network connectivity, and hardware issues while maintaining service quality standards.

Key Responsibilities

• Provide first-level IT support through multiple channels (phone, chat, tasks)
• Troubleshoot and resolve technical issues related to account access, software, network, and hardware
• Document support interactions in ticketing system and escalate complex issues
• Use remote support tools to assist users across locations
• Maintain knowledge of IT services and policies while meeting service level agreements

Required Skills & Qualifications

Must Have:

• 2+ years of Windows Server technologies experience (AD, DFS, Print Services, SCCM)
• 2+ years of troubleshooting in multi-user high availability environment
• 2+ years of PC repair, troubleshooting, deployment and liquidation
• High school or equivalent diploma

Nice to Have:

• Bachelor's degree in IT, computer science or equivalent
• 2+ years of computer networking experience
• Bachelor's degree in engineering, technology, computer science or related quantitative field