IT Services Support Specialist, GSD

Amazon is a global leader in e-commerce and cloud computing, and they are seeking an IT Services Support Specialist to provide technical support to their Corporate employees. The role involves managing support requests, troubleshooting issues, and ensuring customer satisfaction through effective communication and problem resolution.

Responsibilities

• Provides comprehensive technical support to Amazon Corporate employees worldwide
• Research, resolve, and respond to inquiries received via web chat, telephone calls, email, ticketing system, all in a timely manner, in accordance with team standards
• Diagnose and troubleshoots end user computing problems including analyzing the problem, identification of appropriate resources, testing of proposed fixes and follow-up to ensure the problem has been resolved
• Creates and submits 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
• Manage a case count between 26-30 phone/chat/tickets
• Acquire and maintain current knowledge of relevant support policies in order to provide technically accurate solutions to users
• Assists with activities to triage and escalate any system or network outage to reduce downtime

Skills

• 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
• 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

Company Overview

• Amazon is a tech firm with a focus on e-commerce, cloud computing, digital streaming, and artificial intelligence. It was founded in 1994, and is headquartered in Seattle, Washington, USA, with a workforce of 10001+ employees. Its website is https://amazon.com.

Company H1B Sponsorship

• Amazon has a track record of offering H1B sponsorships, with 22803 in 2025, 21175 in 2024, 19057 in 2023, 24088 in 2022, 12233 in 2021, 14881 in 2020. Please note that this does not guarantee sponsorship for this specific role.