IT Support Associate

2 weeks ago

Kuala Lumpur, Malaysia Amazon Web Services Malaysia SDN. BHD. Full time

Experience troubleshooting integrated and interdependent computer systems
- 2+ years of corporate setting Windows, Mac or Linux Operating systems support experience
- Experience setting up, taking down and re-locating PC systems

At Amazon, we strive to be Earth's most customer-centric company, where people can find and discover anything they want to buy online. We hire the world's brightest minds, offering them an environment in which they can relentlessly improve the experience for customers. Amazon has an immediate opening for an IT Support Associate in Kuala Lumpur, Malaysia.

Amazon's IT Services (ITS) supports technical incidents and service requests for Amazon Corporate and subsidiary employees worldwide. The successful IT Support Associate will be customer focused and motivated by team success. You will be innovative, and able to adapt to new processes and procedures quickly while dealing with a high volume of requests. You will have the ability to maintain high levels of productivity along with high quality support, meeting or exceeding customer expectations.

Key job responsibilities
- Research, resolve, and respond to requests received in a timely manner, in accordance with organizational standards.
- Diagnose and troubleshoot end user computing problems including analyzing the problem, identifying the appropriate resources, testing proposed fixes and following up to ensure the problem has been resolved.
- Follow, update and create standard operating procedures (SOP) to improve the teams' knowledge management.
- Look for innovative process improvements and participate with teams to implement changes.
- Assist with triage and escalate of server, system or network issues.
- Handle escalations from Level 1 support.
- Collaborate with internal and external partners, as needed, in the processing of support requests, incidents and project activities.
- Manage accurate inventory of Amazon owned equipment within IT controlled spaces.
- Provide assistance with Teleconferencing systems and AV presentation equipment in person and remotely.

Kuala Lumpur, 15, MYS
- 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

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