Join Amazon's Global Service Desk as an IT Support Engineer and become the trusted technical resource for thousands of Amazonians worldwide. You'll diagnose and resolve complex technical challenges across multiple operating systems, working independently while collaborating with a supportive team to deliver timely solutions that keep our global workforce productive. Note: This role is part of the rekindle program. For more details on rekindle program, please visit - https://www.amazon.jobs/en/landing_pages/rekindle Key job responsibilities - Diagnose and resolve technical issues across Windows, Mac, and Linux environments using your technical knowledge to address straightforward IT problems and troubleshoot effectively even without an existing SOP. Research problems, test solutions, and follow up to ensure complete resolution; solutions may need refinement as you develop deeper expertise. - Communicate technical concepts clearly to non-technical users, documenting interactions thoroughly in contact logs and case notes to create a knowledge record for future reference - Contribute to operational excellence by following standard procedures, identifying process improvements, and creating documentation for common technical issues - Manage incoming support requests via web chat, phone, email, and ticketing systems while maintaining quality standards and service level agreements. Make informed trade-offs between time, issue severity, SLA commitments, and support work volume (e.g., tickets, change management, projects). - Implement technical solutions and manage local projects. Define requirements, facilitate progress, identify blockers, and coordinate change management (CM) activities and emergent events. - Communicate clearly and concisely in both verbal and written formats documenting issues thoroughly in contact logs, case notes, and narratives. - Contribute to operational excellence by following standard procedures, identifying root causes of operational issues and process inefficiencies, and creating documentation for common technical issues. Automate tasks, modify local tools, or propose new SOPs to drive continuous improvement. - Escalate appropriately by recognizing when issues require higher-level support and collaborating with specialized teams to resolve system outages and complex problems. Escalate roadblocks or risks promptly to maintain service continuity. - Begin to mentor newer team members as they develop their technical skills, sharing knowledge and contributing to a culture of shared learning. - Learn to code and develop automation skills to support operational efficiency and scalability of support processes. - Adherence to shift schedules and timeliness are key requirements - This role requires flexibility to support teams across APAC, EMEA and AMER time zones (24/7 Model), making adaptability in scheduling essential for success. A day in the life As an IT Support Engineer, you'll be the go-to problem solver for our corporate workforce, handling technical inquiries through multiple channels—web chat, phone, email, and ticketing systems. Your day might include troubleshooting a Windows connectivity issue for an employee in one time zone, then pivoting to help resolve a Mac software conflict for a team in another region. You'll analyze problems methodically, test solutions, and document your work thoroughly so others can learn from your insights. Beyond individual tickets, you'll collaborate with teammates to tackle system-wide challenges, contribute ideas to improve our support processes, and occasionally mentor newer team members as they develop their technical skills. You'll work in a 24/7 support environment, which means your schedule may include evenings, weekends, or holidays depending on coverage needs across our global operations. About the team We are a global team dedicated to supporting Amazon's workforce across multiple continents and time zones. Our mission is to deliver timely, effective technical solutions while maintaining a consistent, high-quality support experience for Amazonians everywhere. We value innovation, customer focus, and continuous improvement—and we believe that great support comes from collaboration and shared learning. You'll work alongside colleagues who are committed to solving problems creatively and supporting one another. Together, we're building a support function that doesn't just respond to issues, but anticipates needs and continuously improves how we serve our customers. When you join us, you become part of a team that celebrates problem-solving, values diverse perspectives, and invests in each member's growth. ### Basic qualifications - 1+ years of Windows Server technologies: AD, DFS, Print Services, SCCM experience - 2+ years of troubleshooting in a multi-user high availability environment experience - 2+ years of PC repair, troubleshooting, deployment and liquidation experience - 1+ years of IT client, server, and network service delivery experience - 2+ years of networking (such as DNS, DHCP, SSL, OSI Model, and TCP/IP) experience - 2+ years of corporate setting Windows, Mac or Linux Operating systems support experience - 2+ years of supporting and maintaining a corporate network environment experience - Bachelor's degree or equivalent ### Preferred qualifications - 2+ years of computer networking experience - Experience supporting video conference and teleconference equipment Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.