IT Services Support Specialist, IT Services

IT Services Support Specialist, IT Services

Job  | Amazon Development Center (Romania) S.R.L.

Amazon's IT Services Support is the first point of contact for technical support service requests. Our IT Support Technician spends their day fielding incoming support chats, calls, and online requests on behalf of Amazon employees worldwide.

Candidates who are successful will be required to work on a rotational schedule, including weekends.

The successful IT Support Technician will be customer‑focused, motivated by team success, innovative, and able to adapt to new processes and procedures quickly while dealing with a high volume of requests. They will also be committed, flexible, and have a demonstrated ability to maintain high levels of productivity while ensuring quality support. The position is Remote by design, which may change as per business requirements.

The technician must live within commuting distance of Bucharest to attend weekly meetings and office days.

• Provides comprehensive technical support to Amazon Corporate employees worldwide.
• Research, resolve, and respond to inquiries received via web chat, telephone calls, e‑mail, and ticketing system in a timely manner, in accordance with team standards.
• Diagnose and troubleshoot end‑user computing problems, including problem analysis, resource identification, testing of proposed fixes, and follow‑up to ensure resolution.
• Creates and submits detailed call logs documenting customer interactions that are accurate, thorough, and timely.
• Informs customer of needed repairs and answers basic questions, ensuring that the customer understands and is satisfied with work completed.
• Follows all standard operating procedures (SOP) through the effective use of Knowledge Management.
• Manages a case count between 15–25 tickets.
• Manages concurrent support conversations.
• Acquires and maintains current knowledge of relevant support policies to provide technically accurate solutions to users.
• Assists with activities to triage and elevate any system or network outage to reduce downtime.

As an IT Support Associate II, you will use your skills to support employees in resolving technical problems across a multitude of technical disciplines. Amazon has a collaborative, purposeful, and enthusiastic environment where we "Work Hard, Have Fun, Make History." On a typical day, associates might dive deep into understanding the root cause of a customer issue and consult with senior engineers.

We believe in making technical support as painless as possible, implementing Operational Excellence best practices, and striving to automate manual processes.

We’re proactive problem‑solvers. We’re here to solve everyday tech challenges and remove stumbling blocks. At a higher level, we analyze complex processes and continuously strive for smarter ways to design, manage, and optimize. In short, we keep the tech side running smoothly so that Amazonians can get down to business.

• Experience with Linux and/or Windows Operating System support, including in‑depth understanding of one or both OSs, configuring, managing, or troubleshooting systems at scale.
• Experience troubleshooting and debugging technical systems, strong analytical skills, attention to detail, effective communication, and networking administration and troubleshooting.
• Experience in technical support or managing and troubleshooting network administration.
• Experience with computer hardware troubleshooting and repair.

• COMPTIA A+, N+, or Sec+ certification, or industry relevant certification (Linux+, LPIC‑1, or equivalent).
• Experience in a fast‑paced, dynamic organization.

Amazon is an equal opportunities employer. We believe passionately that employing a diverse workforce is central to our success. We make recruiting decisions based on your experience and skills. Protecting your privacy and the security of your data is a longstanding top priority for Amazon. Please consult our Privacy Notice https://(Usted puede enviar una solicitud o contactar con nosotros por email usando el Buzón de Solicitud online de abajo) to know more about how we collect, use and transfer the personal data of our candidates.

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