IT Support Associate II – OpsTech Service Desk

About the role

The OTS Global Service Desk is a virtual extension of Amazon Operations’ field IT teams, delivering prompt remote assistance to employees, partners, and customers worldwide. As an IT Support Associate II, you will troubleshoot technical issues, enable system access, and resolve queries via phone and chat, ensuring smooth workflow across fulfillment, sortation, logistics, and last‑mile operations.

Key responsibilities

• Provide remote support for incidents and service requests received through phone, chat, and ServiceNow.
• Resolve IT issues following established policies and escalation procedures.
• Perform deep‑dive analyses and generate analytics reports.
• Maintain or create IT policies, procedures, and processes.
• Collaborate with specialized teams to route complex problems appropriately.

Required profile

• Fluent Japanese (business level, JLPT N1 or higher) and strong English communication skills.
• 0‑1 years of experience in IT support, remote troubleshooting, or desktop support.
• High school diploma or equivalent.
• Ability to work in a mission‑critical, 24x7 environment.

Required skills

• Experience with ServiceNow (ITSM) ticketing platform.
• Proficiency in remote troubleshooting tools.
• Knowledge of remote desktop support techniques.

What we offer

• Opportunity to work within Amazon’s global operations network.
• Continuous skill development with the latest IT tools.
• Collaborative, #BetterTogether team culture.