Amazon's Client Support Services group is looking for best-in-class client-side support personnel. You will provide quality technical support to internal customers through all available channels, meeting or exceeding their expectations at every opportunity.
The successful Technical 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 with minimal supervision.
Candidates must be forward thinking with a high degree of customer service focus and excellent communication skills and possess the ability to communicate with management at all levels.
Success in this position can only be achieved through communication, organization, and the ability to drive projects and problems to resolution while maintaining to Amazon’s high standards.
This is a great opportunity to expand your technical horizons in a dynamic setting.
The ideal candidate requires strong team leadership experience in an IT front line support function (preferably operational), ideally within the transportation delivery industry or a similar international fast paced customer driven environment as you will be responsible for :
Flexibility and strong customer-service focus as well as a demonstrable technical aptitude and a willingness to pick up and develop new skills
Proven ability to operate in extreme high pressure situations and successfully handle multiple priorities and possess a high level of discipline while remaining flexible
Superior Customer Service skills in dealing with all levels in a team environment
Previous experience of leading / managing a support team in a production environment
Ability to develop clear, concise documentation
Maintaining a strong culture of health and safety practices and initiative, ensuring that practices are compliant with Health & Safety legislation and company policies.
Highlighting any unsafe practices to your Line Manager.
Procurement, Inventory and Asset Management of all IT equipment
Coordinates with global support groups to implement global IT changes
Complete ownership of all IT related issues within the depot, and effectively communicate with customers on problem resolution
Ownership, drive, and follow through of local, national, and global IT projects
Support all IT Hardware, Software, and depot based Systems within a very fast-paced and demanding environment
Contribute to the evaluation of the IT function and its resources
Be a main point of contact for individuals reporting or highlighting issues with systems or equipment
Ensure that Remedy trouble tickets are fulfilled and SLAs are met
Troubleshoots and resolves systems errors and failures to root cause
Ensures security procedures are followed and enforced
Builds new systems to standard specifications
Trouble shoots network issues to root cause
Day to day management of a small onsite team when deputizing or in the absence of the IT Manager
Superior technical aptitude, written and oral communications skills, project management and the ability to deal effectively with people at all levels and in different situations.
Strong analytical skills with demonstrated problem solving ability required.
Proven ability to operate in high pressure situations, successfully handle multiple competing priorities and possess a high level of discipline while displaying a high degree of flexibility and professionalism.
Linux / Unix System Support.
MS Windows System Support.
Networking / Cisco knowledge LAN / WAN and Wireless.
Holds a detailed understanding of core internet technologies Routing and Switching, DNS, DHCP, mail transport, OSI Model.
Experience of data cabling / Computer Facilities knowledge.
Ability to develop clear, concise documentation to lower the possibility of repeat incidents.
Ability to coordinate with corporate-based support groups to implement global IT changes.
Project management technical task execution.
Excellent understanding of computers (both hardware and software) and a demonstrated willingness to learn and apply new technology.
Understanding of wireless topology
Asset management experience
IT / ICT university qualification preferred
Linux / Unix vendor certifications preferred.
MS Windows vendor certifications preferred.
Cisco certification preferred.
Telecom knowledge including VOIP / SIP and mobile technologies advantageous.
Help Desk / Technical support management experience an advantage.