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. This include weekend schedules.

The successful IT Support Technician will be customer focused and motivated by team success. You will be innovative, energetic, 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. This position is Remote by design, and this can change as per business requirements. You will be required to live commuting distance from Cape town to attend weekly meetings and office days.

Only Cape Town based candidates will be considered.

Key job responsibilities
- 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.
- Manage concurrent support conversation.
- 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.

IT Services Support Specialist, IT Services Global Service Desk (GSD)