IT Support Associate – Global Service Desk

About the role

Amazon's IT Services team is the first point of contact for technical support requests from corporate and subsidiary employees worldwide. As an IT Support Associate on the Global Service Desk, you will handle chats, calls, and tickets, delivering fast, reliable assistance across multiple time zones.

Key responsibilities

• Provide comprehensive technical support for Windows, macOS, and Linux operating systems.
• Respond to inquiries via web chat, telephone, email, and ticketing system, maintaining a case load of 15‑25 interactions per shift.
• Diagnose, troubleshoot, and resolve end‑user computing problems, including network issues and integrated system failures.
• Create detailed contact logs and ensure customers understand and are satisfied with resolutions.
• Follow standard operating procedures and knowledge‑base guidelines.
• Assist in triaging and escalating system or network outages to minimize downtime.

Required profile

• Customer‑focused with strong teamwork orientation.
• Adaptable, innovative, and able to maintain high productivity while delivering quality support.
• Flexibility to work shifts covering APAC, EMEA, and AMER time zones.
• At least 1 year of corporate‑environment support experience for Windows, macOS, or Linux.

Required skills

• Windows, macOS, and Linux operating system support.
• Network troubleshooting and integrated system diagnostics.
• Ticketing system usage and knowledge‑management tools.
• CompTIA A+, CompTIA Network+, Cisco CCNA, Red Hat Linux, Microsoft hardware installation, AWS (preferred certifications).