ADCI HYD 13 SEZ Looking for IT Support Associate II, ITS-HOT at Hyderabad, Telangana Full Time

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

Amazon’s ITS-HOT team is resonsible for the triage and escalation of global device requests for new hires and existing Amazonians. You will use knowledge and specialized skills to implement solutions and provide high quality support ITS-HOT customers. You are able to troubleshoot and resolve straightforward problems that may not yet have SOPs (or they don’t cover the use case). You know when it is appropriate to deviate from a standard practice to accomplish a desired result. You are able to evaluate issues based on the severity, the time you have available, and the volume of other expected work to meet SLAs. You may resolve personally or take the right steps to hand-off to a co-worker or another team. Your work is periodically reviewed by your manager.

You work on small IT Support projects, defining requirements and managing execution. You interact with, and may influence, other teams as customers of your work or as partners to meet goals. You ask the right questions and are able to understand why a decision was made, and drive a constructive discussion. You may be asked to assign tasks and/or audit the work of IT Support Associates and/or partners for quality and completeness. You are trusted with higher level system permissions to perform your work. You identify root causes of operational issues, and participate in continuous improvement efforts to eliminate process inefficiencies. You author knowledge base articles and user documentation. You are learning to code and may be automating tasks or modifying small tools.

You participate in hiring efforts and help train co-workers. You act as an escalation point for IT Support Associates encountering unexpected situations. You escalate when actions needed require significant deviation from SOPs, when issues become risks, and when projects hit barriers. You make appropriate trade-offs: your time available vs. issue severity/SLA vs. support work volume (e.g., tickets, projects, etc.).

LP Concentrations are Customer Obsession, Deep Dive & Invent & Simplify

Key job responsibilities

Triage & Escalation Tickets for New Hire and Existing Amazonian Device Tickets

Co-Lead Group Based Training Program for Day1

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