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Support Engineering

IT Helpdesk Engineer

North Reading, Massachusetts
Requisition ID: 461949
Are you inspired by invention? Is problem solving through teamwork in your DNA? Do you like the idea of seeing how your work impacts the bigger picture? Answer yes to any of these and you’ll fit right in here at Amazon Robotics. We are a smart team of doers that work passionately to apply cutting edge advances in robotics and software to solve real-world challenges that will transform our customers’ experiences in ways we can’t even image yet. We invent new improvements every day. We are Amazon Robotics and we will give you the tools and support you need to invent with us in ways that are rewarding, fulfilling and fun.

Amazon Robotics is seeking a talented Technical Support Engineer that will be a strong addition to our customer-focused team responsible for IT support of our fast-growing company. He/she will be responsible for the execution of all aspects of daily helpdesk support. The successful candidate for this position will be required to execute on the day to day activities, while ensuring continuous service through proactive response to all incidents.

Responsibilities:
· Serving as point of contact for all customer technical support needs.
· Supporting internal and remote customers with various IT requirements.
· Managing audio/visual set ups for complex trainings and presentations.
· Basic Project Management while practicing Kanban methodology.
· Manage all employee desktops (Windows and Ubuntu) / laptops (both Windows and Mac) and all other equipment related to departmental needs including Manufacturing equipment (wireless tools, all in one computers etc).
· Documenting IT processes to ensure process repeatability.
· Mobile device support.
· IT asset and inventory management.
Learning and participating in an Agile/Scrum and ITIL environment for project management.Basic Qualifications:
· Minimum Associates degree in business, information technology or computer science.
· IT Industry Certifications (college course certificate, Microsoft MCDST, Cisco CCNET, ITIL, etc.)
· Windows, Mac OS and Linux Experience.
· Basic Networking knowledge.
· Digital Signage and Audio Visual experience.
· Experience troubleshooting and setting up both Windows, Mac and Linux OS.
· Successful experience within a customer facing environment.
· A logical and customer-centric approach to problem solving.
· Ability to multitask and work well in a fast paced, team oriented environment.
· Great interpersonal communication and collaboration skills.

Preferred Qualifications
· ServiceNow experience or experience with another ITIL-certified Service Management platform
· 2 years experience
An insatiable desire to learn technology and to streamline IT processes


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