Job description
- Bachelor’s degree in Computer science or IT related field, or 2+ year’s IT systems or relevant experience.
- 2+ years of experience in technical help-desk or desk-side support environment
- 2+ years experience supporting Microsoft Windows Operating Systems.
- Desktop and laptop experience/troubleshooting
- Lift or carry equipment up to 25 lbs, as needed
Job summary
Amazon Games is seeking bright, adaptable, and hardworking applicants to join our IT Services organization as an IT Support Engineer to support our Gaming Compatibility Lab. IT Support Engineers work with Amazonians to provide and support the IT equipment and services that are used every day. We treat Amazon employees as our customers and provide timely, accurate, and professional assistance.
Amazon's IT Services Support is the first point of contact for technical service requests for Amazon Corporate and its subsidiary employees worldwide.
The successful IT Support Engineer 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 have demonstrated ability to maintain high levels of productivity while maintaining quality support.
Key job responsibilities
A day in the life
About the team
At Amazon, we believe games will become the number one form of entertainment on Earth and be defined by their ability to deeply engage communities of fans inside and outside of the playing experience. We believe the evolution that began with arcade communities a quarter at a time and grew to the live streams and eSports of today, will continue to a future in which fans are creators, players are celebrities, and games are a global cultural touchstone that cuts across age, gender and nationality. Games have the power to connect communities at a massive scale. This role will empower game studios to confidently and continually release high-quality products that delight customers worldwide.
Amazon Games is seeking bright, adaptable, and hardworking applicants to join our IT Services organization as an IT Support Engineer to support our Gaming Compatibility Lab. IT Support Engineers work with Amazonians to provide and support the IT equipment and services that are used every day. We treat Amazon employees as our customers and provide timely, accurate, and professional assistance.
Amazon's IT Services Support is the first point of contact for technical service requests for Amazon Corporate and its subsidiary employees worldwide.
The successful IT Support Engineer 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 have demonstrated ability to maintain high levels of productivity while maintaining quality support.
Key job responsibilities
- Provide comprehensive technical support to the Amazon Games Compatibility Lab and quality assurance teams.
- Provide end user, Windows OS deployment and support.
- Acquire and maintain current knowledge of relevant IT policies in order to provide technically accurate solutions to users.
- Perform hardware procurement and asset management.
- Troubleshoot/support LAN and on-site servers via tickets, alerts and change management.
- Create and maintain documentation.
- Ticket queue management.
- Handle to completion requests and technical project work.
- Assist with activities to triage and escalate any system or network outage to reduce downtime.
- Provide on call-support for Sev1 and Sev2 incidents
- Follow, update and create standard operating procedures (SOP) to improve the teams' knowledge management.
- Daily work locations include Irvine WA
- Occasional travel to other cities (SoCal, Seattle) may be required
A day in the life
- Attend daily standup to provide status updates
- Monitor ticket queues for support tasks
- Troubleshoot failing machines in the compatibility lab for issues and resolve them.
- Procure new hardware requests for game development and testing.
- Remove and install PC hardware components for compatibility testing.
- Support gaming console development kits.
About the team
At Amazon, we believe games will become the number one form of entertainment on Earth and be defined by their ability to deeply engage communities of fans inside and outside of the playing experience. We believe the evolution that began with arcade communities a quarter at a time and grew to the live streams and eSports of today, will continue to a future in which fans are creators, players are celebrities, and games are a global cultural touchstone that cuts across age, gender and nationality. Games have the power to connect communities at a massive scale. This role will empower game studios to confidently and continually release high-quality products that delight customers worldwide.
- Experience working with consumer grade gaming hardware including troubleshooting hardware and software issues with graphics cards and gaming specific hardware.
- Experience troubleshooting issues with game console development kits (Xbox, Playstation, Switch, etc.)
- Strong verbal and written skills proven ability to communicate with technical and non-technical staff
- Ability to work both independently and within a team environment
- Strong troubleshooting skills of very complex systems
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, protected veteran status, disability, age, or other legally protected status. For individuals with disabilities who would like to request an accommodation, please visit https://www.amazon.jobs/en/disability/us.
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