IT Support Engineer I

As an IT Support Engineer I at Amazon, you'll deliver customer-obsessed frontline support for employees across our fast-moving global environment. You will troubleshoot hardware, software, and network issues, manage tickets, and support device provisioning and access management. Partnering with IT and Technical Support teams, you'll use data to drive root-cause fixes and process improvements, learning cutting-edge tools while growing your technical career in a high-impact, innovation-focused culture.

Responsibilities

• Provide Tier 1 IT support for end users across Amazon, resolving hardware, software, and network issues.
• Monitor, troubleshoot, and maintain workstations, peripherals, and collaboration tools.
• Handle ticket intake, triage, and timely resolution using ITSM tools while meeting SLAs.
• Configure and deploy laptops, mobile devices, and user accounts following security standards.
• Escalate complex incidents to higher-level engineers and collaborate on root-cause analysis.
• Document solutions, create knowledge base articles, and contribute to process improvements.
• Support onboarding/offboarding activities including access provisioning and asset management.
• Partner with global IT and technical support teams to ensure consistent service quality.

Required Skills

• Windows and mac
• OS administration
• Basic Linux familiarity
• Active Directory and user account management
• Office 365/Google Workspace support
• TCP/IP networking and Wi-Fi troubleshooting
• IT ticketing/ITSM tools (e.g., Service
• Now, Jira)
• Endpoint imaging and deployment tools
• Basic scripting (Power
• Shell or Bash)
• Hardware diagnostics and repair
• Security best practices for endpoints