IT Apprentice

Amazon is not an average retailer and this is definitely not your average job. We’ll give you the opportunity to really make a difference to our business. We’re looking for an exceptional professional with outstanding technical skills who has what it takes to make us the place for people to come to find anything they might want to buy online, with the opportunity to fulfill the Amazon motto to “Work Hard. Have Fun. Make History.”

THE ROLE

This is a technical support position where the successful individual will be required to provide support to all levels of customer issue. The ability to build productive relationships with colleagues at remote sites around the world will make you successful in this role as will patience and a sense of humour.

This position requires hands-on experience across a wide IT scope. From PC hardware, IT infrastructure (hardware and software), software application and development and O/S support experience (including installation, configuration and troubleshooting). In short have hands-on experience supporting all levels of IT infrastructure whether on Windows, Linux/Unix and Macintosh platforms and including wired and wireless networking. The ability to support customers via remote channels such as voice and chat will also be a requirement.

Key job responsibilities

• Provide comprehensive technical support to Amazon employees worldwide
• Research, respond and resolve to inquiries via ticketing system, live chat, Phone, email all in a timely manner, in accordance with organisational standards
• Diagnose and troubleshoot end user computing problems including analysing the problem, identification of appropriate resources, testing of proposed fixes and follow-up to ensure the problem has been resolved
• Create and submit detailed ticket logs documenting customer interactions that are accurate, thorough and timely
• Manage a fluctuating case count of trouble ticket
• Acquire and maintain knowledge of relevant policies in order to provide technically accurate solutions to users
• Provide on call support for Sev 1 and Sev 2 incidents whether for a site or across multiple sites / region
• Follow, update and create standard operating procedures (SOP) to improve the teams’ knowledge management
• Assist with coaching and developing talent at the role level
• Ability to liaise with vendors for all steps of the procurement process
• Must be willing to work in a fast paced and growing European and global environment where some travel maybe required.

BASIC QUALIFICATIONS

Basic qualifications

• Two or more years’ experience supporting operating systems (Windows, Macintosh or Linux)
• Excellent customer facing skills
• Experience with advanced hardware and software troubleshooting (Client/Sever, Network equipment, Telephony)
• Experience in IT equipment lifecycle management
• Ability to understand and execute change management activities
• Ability to provide on-call support for high severity incidents
• Ability to liaise with vendors and partner teams to deliver projects
• English and French proficiency

PREFERRED QUALIFICATIONS

Preferred qualifications

• Holds an understanding of core network technologies (DHCP, DNS, TCP/IP, VLAN, SNMP)
• Experience in Active Directory, Windows Server and Backup solutions
• Ability to write simple scripts in an administrative language
• Video conferencing setup and troubleshooting
• Good understanding of VoIP technologies
• Ability to identify and proactively resolve or escalate issues
• Strong analytical skills with demonstrated problem solving ability
• Proven ability to operate in high pressure situations handling multiple competing priorities
• Willing to work in a fast paced global environment where travel might be required
• Ability to develop clear, concise documentation

Amazon est un employeur engagé pour l’égalité des chances. Nous sommes convaincus qu’une main d’oeuvre diversifée est essentielle à notre réussite. Nous prenons nos décisions de recrutement en fonction de votre expérience et de vos compétences. Nous apprécions votre envie de découvrir, d’inventer, de simplifier et de construire. La protection de votre vie privée et la sécurité de vos données constituent depuis longtemps une priorité absolue pour Amazon. Veuillez consulter notre Politique de Confidentialité pour en savoir plus sur la façon dont nous collectons, utilisons et traitons les données personnelles de nos candidats.

Source ⇲