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IT Support Assoc II (GSD), GSD ID - 22903

Description

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 Corporate and its subsidiary employees worldwide.

The successful IT Support Specialist will be customer focused and motivated by team success. You will be innovative and able to adapt to new processes and procedures quickly while dealing with a high volume of requests. You will also be committed, flexible, and have demonstrated ability to maintain high levels of productivity while maintaining quality support.

Provides comprehensive technical support to Amazon Corporate employees worldwide.

Research, resolve, and respond to inquiries received via web chat, telephone calls, email, ticketing system, all in a timely manner, in accordance with team standards.

Diagnose and troubleshoots end user computing problems including analyzing the problem, identification of appropriate resources, testing of proposed fixes and follow-up to ensure the problem has been resolved.

Creates and submits detailed call logs documenting customer interactions that are accurate, thorough, and timely.

Informs customer of needed repairs and answers basic questions. Ensures that customer understands and is satisfied with work completed.

Follow all standard operating procedures (SOP) through the effective use of Knowledge management.

Manage a case count between 15-25 tickets.

Acquire and maintain current knowledge of relevant support policies in order to provide technically accurate solutions to users.

Assists with activities to triage and escalate any system or network outage to reduce downtime.

A day in the life

About The Hiring Group

Job responsibilities

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 Corporate and its subsidiary employees worldwide.

The successful IT Support Specialist will be customer focused and motivated by team success. You will be innovative,

and able to adapt to new processes and procedures quickly while dealing with a high volume of requests. You will also be committed, flexible, and have demonstrated ability to maintain high levels of productivity while maintaining quality support.

Provides comprehensive technical support to Amazon Corporate employees worldwide.

Research, resolve, and respond to inquiries received via web chat, telephone calls, email, ticketing system, all in a timely manner, in accordance with team standards.

Diagnose and troubleshoots end user computing problems including analyzing the problem, identification of appropriate resources, testing of proposed fixes and follow-up to ensure the problem has been resolved.

Creates and submits detailed call logs documenting customer interactions that are accurate, thorough, and timely.

Informs customer of needed repairs and answers basic questions. Ensures that customer understands and is satisfied with work completed.

Follow all standard operating procedures (SOP) through the effective use of Knowledge management.

Manage a case count between 15-25 tickets.

Acquire and maintain current knowledge of relevant support policies in order to provide technically accurate solutions to users.

Assists with activities to triage and escalate any system or network outage to reduce downtime.

Basic Qualifications

Preferred Qualifications

  • CompTIA A+, CompTIA Network+, Cisco/CCNA, Linux (Redhat), Microsoft hardware (installation), AWS, or other industry relevant certifications
  • Experience in a dynamic environment with a high degree of customer service

Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.


Company - ADCI - Uttar Pradesh

Job ID: A2971756

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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...

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