Senior IT Support Engineer - Manager - Saudi Nationals, OTS

Overview

As part of our commitment to complying with national labor laws and applicable legislation in the Kingdom of Saudi Arabia, this position is open to candidates who fulfill the specific nationality criteria stipulated by local regulations. Our mission is to enable customers to discover and buy anything online, and to deliver it through innovative means. This role allows you to help Amazon continue to enable people to discover new worlds and implement innovation.

• Work as part of a busy support team to implement and maintain IT infrastructure, while confidently interfacing verbally and in writing with senior management stakeholders across multiple business entities.
• Provide a support service that ensures all IT equipment and infrastructure run at optimum performance and that departmental KPIs and SLAs are met on your home site and any remote sites supported.
• Run projects across the site, working closely with the business, fellow engineers and remote support teams to implement changes or additions to the site’s technology infrastructure to support changing business and IT requirements.
• Maintain a keen eye for business and technology trends; occasional travel may be required.

• Manage availability of IT equipment and infrastructure through continuous improvement, looking to improve efficiencies and reduce costs.
• Liaise with global SME teams to facilitate the installation and maintenance of networking and server infrastructure, in accordance with Amazon standards.
• Create, review, revise and execute change management requests and project plans as required.
• Perform site audits on technical infrastructure to ensure adherence to Amazon IT and Health & Safety guidelines.
• Represent the IT department in site meetings and conference calls; act as point of contact/escalation for the business and other support functions.
• Act as point of contact for contractors or external suppliers, communicating technical issues and Amazon standards.
• Undertake project management: serve as single point of contact for projects, provide technical and management support, keep stakeholders informed of progress, maintain documentation, and conduct validation and sanity checks.
• Provide direction and support to IT Support Technicians, including trouble tickets and action items.
• Manage and support the updating and auditing of departmental documentation.
• Interact with suppliers, request quotes and purchase equipment in accordance with policies, budgets and operational demand.
• Produce weekly reports covering metrics and work performed.
• Contribute to the paid on‑call schedule covering your home site and sites within your node/region for high‑severity incidents.
• Provide mentoring and training to technicians and other engineers; act as technical contact for remote support teams as needed.
• Support the recruitment of new talent into OpsTechIT once trained.

Operations – Fulfilment Center and Logistics. Operations is at the heart of the Amazon customer experience. The operations teams in our fulfilment centers manage a vast range of fast‑paced inventory from inbound to outbound and work very hard to ensure our customers receive what they want, when they want it. OpsTechIT is vital to the business’s ability to meet the customer promise.

• Bachelor’s degree in IT, computer science or equivalent.
• Experience with networking technology (TCP/IP, subnetting, DNS and DHCP).
• Experience working with Windows server technologies: AD, DFS, Print Services, SCCM.
• Experience in technical support.
• Experience supporting Windows, Mac and/or Linux operating systems in a corporate setting.
• Experience supporting a Windows server environment.
• Experience supporting video conference and teleconference equipment.

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