IT Support Associate II

As an IT Support Associate II at Amazon, you'll deliver tier II support for employees across the Information Technology & Technical Support organization. You'll troubleshoot hardware, software, and network issues, manage user accounts, and maintain devices in a fast-moving, customer-obsessed environment. Partnering with global IT and engineering teams, you'll document solutions, improve support processes, and help scale reliable, secure technology that powers Amazon's worldwide operations.

Responsibilities

• Provide tier II technical support for Amazon employees across hardware, software, and network issues.
• Troubleshoot Windows, mac
• OS, mobile devices, VPN, and collaboration tools, escalating complex issues as needed.
• Manage user accounts, permissions, and access in Active Directory and related identity systems.
• Maintain and document incident tickets, resolutions, and knowledge base articles for recurring issues.
• Collaborate with IT and engineering teams to improve support processes and tooling.
• Install, configure, and maintain workstations, peripherals, and approved software packages.
• Monitor system and service health, responding to alerts and minimizing downtime.
• Educate users on best practices for security, productivity tools, and self-service resources.
• Participate in on-call rotations and support high-priority launches or events.
• Contribute to continuous improvement initiatives in a data-driven, customer-obsessed culture.

Required Skills

• Technical support
• Windows administrationmac
• OS support
• Active Directory
• Office 365/Google Workspace
• Ticketing systems (e.g., Service
• Now, Jira)
• Networking fundamentals (TCP/IP, DNS, DHCP, VPN)
• Endpoint management (SCCM, Intune, JAMF or similar)
• Scripting basics (Power
• Shell, Bash)
• ITIL or structured incident management