At Amazon, we strive to be Earth's most customer-centric company where people can find and discover anything they want to buy online.
We hire the world's brightest minds, and offer them an environment where they can relentlessly innovate for our customers.
As a member of our Global IT organization, you will have an opportunity to make a valuable contribution to that goal.
Amazon has an immediate opening for an IT Support Associate for our Corporate office in Barcelona. The IT Support Associate is the face of IT for our customers.
We are looking for individuals with a proven history of providing excellent customer service and IT support in a corporate environment.
We provide technical support in person and via remote channels such as chat and / or phone, for Windows, Macintosh, and Linux systems as well as MS-Office applications.
In addition to supporting computer operating systems and applications, your typical day may include : Windows / Mac / Linux OS imaging and support, hardware procurement, receiving, and asset management, PC hardware repair, and AV / VC support and room sets.
The ideal IT Support Associate can follow standard operating procedures to solve most customer issues, and generally works under the supervision of more senior technical staff.
You may be asked to create and maintain documentation, and you may have the opportunity to support local system infrastructure including network, phones, and virtual servers.
To provide a 2nd / 3rd line support service that ensures all IT equipment and infrastructure is running to its optimum performance and that all departmental KPIs and SLAs are met.
To review, write and execute change management requests as required (which does include out of hours work).
To provide an out of hours on call support service on a Rota basis, to provide 24 / 7 support to the site.
To act as a point of contact for contractors or external suppliers and clearly communicate technical issues and Amazon standards.
To escalate system and network issues to dedicated support teams and work towards resolution.
Project Management including acting as a single point of contact for projects, to provide technical support / input to site and team projects and initiatives.
To carry out ad-Hoc requests as and when required.
Experience in procurement, inventory and asset management of IT equipment as well as IT lifecycle.
Interact with suppliers, request quotes and purchase equipment in accordance with policies, budgets and operational demand.
Superior technical aptitude, written and oral communications skills and experience and the ability to deal effectively with people at different levels and in different situations.
Prioritizing tech teams work schedule and projects.
To assist other members of the EU wide Client Support Services Team.
Skills and Knowledge :
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 extreme 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, Windows Server (AD, DHCP, DNS, File / Printer etc.) understanding.
Networking / Cisco knowledge LAN / WAN and Wireless.
Holds a detailed understanding of core internet technologies Routing and Switching, DNS, DHCP, mail transport, OSI Model.
Telecom knowledge including VOIP / SIP and mobile technologies advantageous.
Apple Mac experience also desirable.
Help Desk / Technical support management experience.
Ability to develop clear, concise documentation to lower the possibility of repeat incidents.
Ability to coordinate with different corporate departments to implement IT changes to policies and processes.
Project management technical task execution.
Excellent understanding of computers (both hardware and software) and a demonstrated willingness to learn and apply new technology.
Language requirements :
Fluency in Spanish and English are required.
We don't expect any one individual to be able to do everything, we work as a team with each member bringing their unique skills to the mix and strengthening the whole.
We dedicate time and effort to training our people to help them succeed in their role and grow their career.
We consider the below a hiring advantage, but are happy to train you on any gaps :
Knowledge of network administration
Understanding of Microsoft Active Directory and Exchange.
Understanding of the basic concepts of Computer and Information Systems security
Experience providing IT support in a medium to large sized company
A demonstrated willingness to learn and apply new technology.
Certifications in Information Technology are a plus