ITS Support Associate, IT Services
AI in this role
Provide on-site support and troubleshooting for audio-visual and video conferencing systems in corporate environments.
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.
Basic qualifications
- 1+ years of corporate setting Windows, Mac or Linux Operating systems support experience
- Experience troubleshooting integrated and interdependent computer systems
- Experience maintaining zebra thermal printers, troubleshooting thin clients, PCs, scanners, and portable handheld terminals
- Bachelor's degree or equivalent
Preferred qualifications
- CompTIA A+, CompTIA Network+, Cisco/CCNA, Linux (Redhat), Microsoft hardware (installation), AWS, or other industry relevant certifications
- Experience in a dynamic environment with a high degree of customer service
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 score this
ITS Support Associate, IT Services at Amazon scores 0 out of 100 on AI centrality, which makes it AI Level 1 of 4 (Little AI) on this board. The level measures how much of the work is AI, not seniority.
AI Level 1. The work itself involves no AI, or AI only appears as scenery, such as a company tagline.
- AI Level 480 to 100
- AI Level 360 to 79
- AI Level 240 to 59
- AI Level 10 to 39
Bands come from how often the tools, models and workflows of the role are named in the posting itself. Open the description and count.
Prepare for this job
A free preview built only from this posting: what it asks for, what you could be asked in an interview, and how to adjust your resume.
Skills and AI tools this role asks for
Questions you could be asked
- 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?
- Tell me about a project where hardware support 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 Windows in your day-to-day work.
Adapt your resume
- List these exact terms on your resume: Troubleshooting, Customer Service, Hardware Support, Av Systems, and Windows. 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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