IT Support Associate II

Amazon seeks an IT Support Associate II to deliver customer-obsessed technical support across the Information Technology & Technical Support organization. You will provide Tier 2 support for employees, resolving hardware, OS, software, and connectivity issues while managing accounts and access across corporate systems. You'll use ticketing and monitoring tools, contribute to documentation and automation, and collaborate with engineering teams to drive root-cause fixes and continuous improvement. This role suits a detail-oriented troubleshooter who thrives in a fast-moving, data-driven, and highly collaborative environment focused on innovation and operational excellence.

Responsibilities

• Provide Tier 2 support for Amazon employees via tickets, chat, and walk-ups
• Troubleshoot and resolve hardware, OS, and software incidents and requests
• Administer user accounts, permissions, and groups in corporate systems
• Support network connectivity, VPN, and Wi-Fi access issues
• Deploy, configure, and maintain endpoints and peripherals
• Document solutions and contribute to knowledge base articles
• Identify recurring problems and propose automation or process improvements
• Collaborate with engineering and security teams on complex issues
• Adhere to SLAs while delivering customer-obsessed service
• Participate in on-call rotations and support after-hours changes as needed

Required Skills

• Windows and mac
• OS support
• Linux basics
• Active Directory and user management
• Office 365 / Google Workspace administration
• Hardware troubleshooting (laptops, peripherals)
• Network fundamentals (TCP/IP, DNS, VPN, Wi-Fi)
• Ticketing systems (e.g., Service
• Now, Jira)
• Scripting/automation (Power
• Shell, Python or Bash)
• Endpoint management tools (SCCM, Intune, JAMF)
• Documentation and knowledge base creation