IT Support Associate

Amazon

About the Role

The IT Service Desk (SD) is a centralized IT support organization within OTS Global IT Delivery. The team utilizes an omni-channel contact center to provide efficient, streamline 24x7 IT support to Worldwide (WW) Operations (Ops) associates and internal/external support for Amazon Lockers. SD plays a critical role in ensuring the smooth functioning of Amazon sites globally.

Key Responsibilities

• Effective communication skills, with proficiency in clear and concise communication.
• Interaction with Amazon Internal customers, including APAC/EMEA/AMER Operations/IT teams and Customer Support.
• Adherence to standard operating procedures (SOPs) to maintain consistency and efficiency.
• Basic knowledge on IT Troubleshooting on end-user devices, including desktops, laptops, printers, and scanners.
• Basic understanding and troubleshooting skills on various operating systems, specifically on Windows and Linux.
• Flexible work schedule involving rotational shifts based on business requirements.
• Adherence to OTS Service Desk Goals, including Response and Resolution SLA, CSAT, and effective incident management.
• This role will be working from the Bangalore (BLR18) Corporate office.

Requirements & Tech Stack

• Bachelor's degree
• Minimum of 1+ year of work experience in Technical Support, Service Desk, Windows Support, or Network Support.
• Good communication skills.

Preferred Qualifications

• Basic understanding of ITIL-Based Ticketing Tools and Monitoring Tools.
• Basic understanding and troubleshooting skills on Network.