Technical Help Desk Specialist

About the Role

• Tier 1 Support Specialist role at the Amazon Security Technology (SecTech) Help Desk.
• Part of a globally distributed team providing 24/7 first and second-line support for security device issues across hundreds of Amazon sites worldwide.
• Responsibilities include handling reported security device faults, programming requests, and collaborative resolution planning with internal partner teams and external vendors.
• Employees are employed by Upstream Risk Management and permanently embedded within Amazon's organization.
• Location: Nashville (in-office 5 days per week).
• Compensation: $55k +

Key Responsibilities

• Intake of reported security device issues and programming requests.
• Triage of incoming requests.
• Execution of response run books.
• Engagement of partner teams where necessary.
• Serve as the primary customer point-of-contact on all incoming requests.
• Responsible for follow-up communications.
• Attend owner-provided training on internal tools, software systems, basic hardware architecture, and terminology.
• Maintain functional-level knowledge of tools and attend refresh training as needed.
• Communicate with customers, stakeholders, and team members using phone, email, internal instant messaging tools, and live chat.
• Utilize response templates to ensure communications are consistent and within guidelines.
• Review incoming service requests from global corporate office locations.
• Process reported issues through the corporate device ticketing system using pre-defined run books and response templates.
• Perform limited, view-only queries into the corporate security management software to verify and triage device outages.
• Collect information needed to make key decisions on next steps to resolve reported issues.
• Engage Tier 2 Support Specialists for completing run books, dispatching external partners for on-site repairs, and executing programming updates.

Requirements & Tech Stack

• Microsoft Office tools (including Outlook, Word, and Excel)
• Internal tools, software systems, basic hardware architecture, and terminology (training provided)
• Corporate device ticketing system
• Corporate security management software

Qualifications

• Basic computer skills.
• Ability to speak, read, and write English with a high degree of proficiency.
• Minimum of high school or equivalent education.
• Customer service experience.
• Right-to-Work in the United States.

Preferred Qualifications

• Prior customer service experience in a technical role (i.e., hardware support).
• Knowledge of computer and/or network hardware concepts and terminology, such as a degree in computer science / networking or similar work experience.