ITS AV Support Assoc II (OAV), IT Services
As an ITS Support Engineer, you'll be the go-to knowledge expert for Amazon's corporate employees, providing seamless end-to-end services and frictionless on-site technical support ensuring productivity remains secure and uninterrupted. Amazon’s ITS Support Engineers are dedicated, dependable and customer focused, owning the overall IT experience. They guarantee our employees have the tools and resources they need to be successful, innovative and efficient.
ITS Support Engineers have an advanced understanding of IT standards, systems and equipment deployed throughout Amazon. They can work independently or collaborate with partner teams and contractors managing projects while maintaining a high level of productivity to meet goals. Quickly adapting to new processes and procedures, they act as a mentor and main partner for escalations within the team.
Your day will be filled with exciting challenges and opportunities to showcase your technical expertise. You’ll engage with Amazonians across various teams, owning and recognizing their unique IT needs and provide personalized high-quality support. You'll be a trusted advisor, a problem-solver, taking initiative to diagnose, troubleshoot and resolve a wide variety of specialized hardware and software issues implementing successful solutions. Our Engineers guide and empower technical and non-technical Amazonians through the ever-evolving digital landscape implementing solutions that fit their needs.
Key job responsibilities
1. Deliver on-site, high quality, hands-on support diagnosing, troubleshooting and resolving issues successfully, evaluating log files to determine the health of systems, software and hardware.
2. Provide on-call support for high severity incidents and act as an escalation point of contact for the team.
3. Assist with activities to triage and escalate system or network outages to reduce downtime.
4. Understand and execute change management activities in a high availability environment.
5. Participate with partner teams and vendors on continuous improvement projects, defining requirements and managing execution to deliver operational excellence and value.
6. Effectively manage and oversee IT asset inventories.
7. Participate in hiring efforts, training and developing peers and new team members as a mentor, seeking and leveraging diverse perspectives in all activities.
8. Continuously expand skills, learning the latest technologies and maintaining knowledge of IT policies to provide technically accurate solutions.
A day in the life
The successful AV Support Engineer will be customer focused and motivated by team success. They will be innovative, energetic, 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 while working independently with minimal supervision. They will demonstrate strong initiative and genuine curiosity.
About the team
Our IT Services team is a dynamic and diverse group of passionate problem-solvers who thrive on challenges and continuously push the boundaries of innovation. We foster an inclusive and collaborative environment where every voice is heard, and every idea is valued. Join us and be part of a team that truly makes a difference in the lives of Amazonians worldwide.
BASIC QUALIFICATIONS
1. Bachelor’s degree in Computer science or IT related field or Graduation.
2. 3+ years of experience in the AV sector with a proven record of effectively commissioning, configuring, troubleshooting or installing corporate AV systems.
3. Experience working with AV technologies such as Extron, Crestron, BiAmp, Cisco, Shure and Poly; control systems, DTP systems, matrix switchers, extenders and audio DSPs.
4. Excellent troubleshooting, problem-solving and diagnosis skills with a strong understanding of signal flow.
5. Experience with network technology including video and audio over IP (e.g. Dante/AES).
6. Ability to establish and build healthy working relationships and partnerships with peers, customers, vendors and suppliers.
7. Excellent communication, interpersonal and presentation skills, both oral and written.
8. Strong prioritization and organizational skills with attention to detail.
PREFERRED QUALIFICATIONS
1. Crestron DMC-T or DMC-E Certification.
2. SynAudCon Training.
3. CTI-P101 Foundations of Crestron Programming Certification.
4. CompTia Network+ and Cisco Certified Network Associate (CCNA).
5. Additional Certifications or formal training by AV manufacturers (e.g., Crestron, Extron, Biamp, QSC, Cisco, Dante, etc.).
Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.
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