COMPLETE IT Support Associate II - Vancouver

Job Description

Amazon's IT Support is the first point of contact for technical support service requests. Our IT Support Associate II spends their day fielding incoming chats, calls, and online requests from Amazon Corporate and its subsidiary employees worldwide. The successful IT Support Associate II will be customer focused and motivated by team success. You will be innovative, energetic, and able to adapt to new processes and procedures quickly while dealing with a high volume of requests. You will also be committed, flexible, and demonstrate the ability to maintain high levels of productivity while maintaining quality support.


• Provide basic technical support to Amazon Corporate employees worldwide.

• Research, resolve, and answer inquiries received via web chat, telephone calls, email, ticketing system, all in a timely manner, in accordance with organizational standards.

• Diagnose and troubleshoot end user computing problems including examining the problem, identifying the appropriate resources, testing proposed fixes and following upto ensure the problem has been resolved.

• Create and submit detailed call logs documenting customer interactions that are accurate, thorough, and timely.

• Informs customer of needed repairs and answers basic questions. Ensures that customer understands and is satisfied with work completed.

• Follow all standard operating procedures (SOP) through the effective use of knowledge management.


• Acquire and maintain current knowledge of relevant policies in order to provide technically accurate solutions to users.

• Assist with activities to triage and escalate any system or network outage to reduce downtime.

• Assist with remote assistance in Teleconferencing systems and AV presentation equipment.

• Adherence to shift schedules and timeliness are key requirements

• Willingness to work flexible shifts and scheduling, weekends, and holidays

We are open to hiring candidates to work out of one of the following locations:

Vancouver, BC, CAN

Basic Qualifications:

- 1+ years of corporate setting Windows, Mac or Linux Operating systems support experience
- Experience troubleshooting integrated and interdependent computer systems
- Experience maintaining zebra thermal printers, troubleshooting thin clients, PCs, scanners, and portable handheld terminals

Preferred Qualifications:

- CompTIA A+, CompTIA Network+, Cisco/CCNA, Linux (Redhat), Microsoft hardware (installation), AWS, or other industry relevant certifications
- Experience in a dynamic environment with a high degree of customer service

Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, disability, age, or other legally protected status. If you would like to request an accommodation, please notify your Recruiter.