IT Support Engineer I, IT Support

Amazon corporate employees rely on responsive, high-quality on-site IT support. In this role, you own the end-to-end IT experience for a Bellevue location by troubleshooting complex hardware and software issues, supporting high-severity incidents, and overseeing change management and asset inventory activities.

On-site Support and Issue Resolution

• Provide hands-on on-site IT support to diagnose, troubleshoot, and resolve end-user and systems issues
• Evaluate log files to assess the health of systems, applications, and hardware
• Use technical judgment to restore service and reduce impact for corporate users

Incident and Escalation Coverage

• Deliver on-call support for high severity incidents
• Serve as an escalation point of contact for the team
• Support triage and escalation activities for system or network outages to help reduce downtime

Change Management and Availability

• Understand and execute change management activities within a high availability environment

Continuous Improvement with Partners

• Collaborate with partner teams and vendors on continuous improvement projects
• Define requirements and manage execution to drive operational excellence and value delivery

IT Asset Inventory Oversight

• Effectively manage and oversee IT asset inventories

Team Development and Mentorship

• Participate in hiring efforts
• Support training and development of peers and new team members as a mentor
• Seek and leverage diverse perspectives across ongoing work activities

Ongoing Skill Growth and Policy Knowledge

• Continuously expand technical skills and stay current on latest technologies
• Maintain knowledge of IT policies to provide technically accurate solutions

Required Qualifications

• High school diploma or equivalent
• Experience working in a customer-facing role
• 2+ years of corporate setting Windows, Mac, or Linux Operating Systems support experience
• 2+ years of networking experience including DNS, DHCP, SSL, OSI Model, and TCP/IP
• 2+ years of troubleshooting experience in a multi-user high availability environment
• 2+ years of PC repair, troubleshooting, deployment, and liquidation experience
• Ability to work a flexible schedule including weekends, nights, and/or holidays
• Fluency in English for speaking, writing, and reading, with the ability to take direction in English
• Bachelor’s degree or equivalent

Technologies

• Windows, Mac, Linux
• DNS, DHCP, SSL, OSI Model, TCP/IP
• Microsoft Windows Server, Active Directory
• CompTIA A+, CompTIA Network+
• Cisco/CCNA
• Linux (Redhat)
• AWS
• Microsoft hardware (installation)

Benefits

• Health insurance (medical, dental, vision, prescription; Basic Life & AD&D insurance; option for Supplemental life plans; EAP; Mental Health Support; Medical Advice Line; Flexible Spending Accounts; Adoption and Surrogacy Reimbursement coverage)
• 401(k) matching
• Paid time off
• Parental leave

Preferred Qualifications

• Bachelor’s degree in Computer Science, Information Technology, or a related field
• CompTIA A+, CompTIA Network+, Cisco/CCNA, Linux (Redhat), Microsoft hardware (installation), AWS, or other industry relevant certifications
• Experience deploying, managing, and optimizing Microsoft Windows Server and experience with Active Directory
• Experience supporting video conference and teleconference equipment
• Strong analytical skills, attention to detail, and effective communication abilities
• Ability to write simple scripts in an administrative language
• Proven ability to develop clear, concise change management and SOP documentation

Role Details

• Location: Bellevue, WA 98006 (onsite)
• Compensation: USD 30 to 41 per hour
• Experience: 2+ years required
• Education: Bachelor’s degree or equivalent