ITS Support Associate, IT Services

Job description

The IT support Engineer will be responsible for providing in person service and support to all Amazonians utilizing AV/VC systems for events, meetings, and other needs. They will work with on-premise IT technicians, contractors and integrators to troubleshoot issues with these systems. They will have an understanding of the broad variety of AV standards deployed at Amazon and be capable of resolving complex issues. They will have the communication skills to guide both peers and non-technical Amazonians in rapidly implementing workarounds to unblock events.

They will also be rendering in person support to fellow Amazonians and would be responsible in carrying out infra related tasks such as executing MCM's.

Key job responsibilities

• On-site troubleshooting of AV systems, particularly complex integrated systems such as large conference rooms, training rooms, executive rooms and bespoke or legacy systems.
• Working with on-premise IT technicians, contractors and integrators through troubleshooting and repair procedures
• Communicating with manufacturers and vendors to arrange repair or RMA of faulty equipment and managing local inventory
• Working closely with partner teams including AV hardware deployment, AV Escalation and MeetEx to drive continuous improvement of the customer experience
• Maintaining communication with customers and stakeholders, informing them of incident progress via thorough ticket documentation and the use of Standard Operating Procedures (SOPs).
• Perform appearance and preventive maintenance visits to conference rooms (VC connections, wires, peripherals, speakers)
• Collaborating on technical documentation and SOPs, incorporating field learnings and customer feedback
• Daily travel between sites is required.
• Occasional after-hours work may be required.

A day in the life

The successful AV Support Engineer will be customer focused and motivated by team success. They will be innovative, and able to adapt to new processes and procedures quickly while dealing with a high volume of urgent requests and ambiguity. They will be committed, flexible and have demonstrated the ability to maintain high levels of productivity with while working independently with minimal supervision. They will demonstrate strong initiative and genuine curiosity.