IT Support Engineer I (ONS), IT Services

Amazon is hiring an IT Support Engineer I (ONS), IT Services in Tokyo, Japan. Level rates it ; you can apply on Amazon.

Level's read on this job

Level rates this role Little AI ●○○○: aI is not part of the work.
Tools and skills the posting cites include Av Systems, Video Conferencing and Windows.
Level classifies it as a mid-level role.
Level lists 20,000+ other open roles at Amazon.

AI in this role

Provide on-site IT and AV/VC support for employees, with general troubleshooting of hardware and software issues.

Av SystemsVideo ConferencingWindowsMacLinux

it-supporttroubleshootingcustomer-service

Amazon is looking for an IT Support Engineer to provide IT support to Amazon Group employees as a member of the IT department.
The IT Support Engineer in this role will play a central part in delivering on-site, face-to-face IT support, providing in-person service and support to all Amazonians prioritizing the usage of AV/VC (Audio Video / Video Conference) systems for events, meetings, and additional IT Support needs. They will work with the On-premise IT team members, vendors and integrators to integrate/manage all AV equipment, troubleshoot all levels of AV issues and be capable of resolving Tier-1 AV/IT (Basic) and Tier-2 (Complex) AV issues. They will also handle general IT support and leverage technical skills to perform various troubleshooting tasks, driving resolution of users' IT-related issues. They will have the communication skills to guide both peers and non-technical Amazonians in rapidly implementing workarounds to ensure events and meetings are held smoothly.
The successful IT Support Engineer will be customer focused, flexible 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 and have demonstrated the ability to maintain high levels of productivity while working independently with minimal supervision. They will demonstrate strong initiative and genuine curiosity.

At Amazon, you'll work alongside the latest AI and GenAI tools that are increasingly woven into how teams operate: from AI-powered capabilities that accelerate decision-making, to Generative AI that helps you focus on work that truly matters. You'll have opportunities and resources to develop AI fluency at your own pace, with continuous learning built into the culture.

Key job responsibilities
• On-site troubleshooting of AV systems, including complex integrated systems such as large conference rooms, training rooms, executive rooms and bespoke or legacy systems
• Periodic AV/VC Room Checks
• Technical support for users (Windows/Mac/Linux)
• Work with the On-Premise IT support team, 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, Facility Teams 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)

About the team
About the Team
We provide IT support to users across 9 key areas: In-Person Support (IPS), Conference Room Support (AV), Infrastructure Support (IS), New Hire Day 1 (Hardware Onboarding), Logistics (Forward and Reverse), Peripheral Support, Events (on and off Amazon campus), Livestream Meetings, and Incident Management (IMT).

Basic qualifications

- •2+ years of experience in Corporate AV Support with a proven record of effectively commissioning, configuring, troubleshooting or installing corporate AV systems.
- •Proven experience troubleshooting, diagnosing and understanding Video and Audio signal flow.
- •Experience working with AV equipment for Video and Audio Conferencing: Cisco, Extron, Crestron, BiAmp, Shure and Poly; AV Control Systems, DTP systems, Matrix Switchers, Extenders and Audio DSPs.
- •Understanding of Networking Basics (LAN, WAN, Protocols:IP/TCP, MAC Address, DNS)
- •Experience with AV-related network technology: video and audio over IP (e.g. Cisco, Dante/AES).
- •Language proficiency in Japanese and English (written and spoken).
- •Basic Knowledge and skills in PC (Windows and Mac OS) troubleshooting.

Preferred qualifications

- BA/BS degree in a related technical field, or equivalent industry experience. CTS, CTS-I or CTS-D, or equivalent ITIL v3 or 4 Foundation Additional AV Certifications or formal training by manufacturers (e.g. Crestron, Extron, Biamp, QSC, Cisco, Dante, etc.)

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.

How we rate this

IT Support Engineer I (ONS), IT Services at Amazon rates 10 out of 100 for how much of the daily work is AI. That makes it Little AI (AI Level 1 of 4). The level is about AI in the job, not seniority.

Classification

Little AI. AI is not part of the work.

●●●● Builds AI80 to 100
●●●○ Works on AI60 to 79
●●○○ Uses AI40 to 59
●○○○ Little AI0 to 39

Levels come from how often the tools, models and workflows of the role are named in the posting itself. Read the description and count the AI tools, models and workflows it names.

Key facts

IT Support Engineer I (ONS), IT Services is an open job at Amazon.
Level rates this role AI Level 1 of 4: Little AI.
The role is based in JP, 13, Tokyo.
The job was posted on July 18, 2026.
Seniority: mid.
Applications are handled by Amazon. Apply on Amazon

Prepare for this job

Built from this posting and from similar jobs on Level.

Skills and AI tools this role asks for

It SupportTroubleshootingCustomer ServiceAv SystemsVideo ConferencingWindowsMacLinux

Questions you could be asked

Tell me about a project where it support was part of your work. What did you do?
Tell me about a project where troubleshooting was part of your work. What did you do?
Tell me about a project where customer service was part of your work. What did you do?
What's a project where you used Av Systems hands-on?
Walk me through how you've used Video Conferencing in your day-to-day work.

Adapt your resume

List these exact terms on your resume: It Support, Troubleshooting, Customer Service, Av Systems, and Video Conferencing. An applicant tracking system matches the wording, not the idea.
Attach one line of real, concrete experience to at least one of them. A tool named with nothing behind it rarely survives a human read.

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