IT Support Eng I (ONS)

Job ID: 10432442 | Amazon Italia Services Srl - B97

Are you passionate about solving technical challenges and helping people? Do you thrive in a dynamic, high-impact environment? Join Amazon's IT Services team as an ITS Support Engineer and be part of the engine that powers Amazon’s seamless operations. We're seeking customer-focused, innovative problem-solvers who excel in a fast-paced, collaborative environment. As a part of our IT Services team, you'll have the opportunity to make a direct impact on Amazon's corporate global workforce, making sure their laptops, servers, and websites work seamlessly so they can build the technology that businesses worldwide rely on.

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 providing 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

• 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
• Provide on‑call support for high‑severity incidents and act as an escalation point of contact for the team
• Assist with activities to triage and elevate system or network outages to reduce downtime
• Understand and execute change management activities in a high availability environment
• Participate with partner teams and vendors on continuous improvement projects, defining requirements and managing execution to deliver operational excellence and value
• Effectively manage and oversee IT asset inventories
• Participate in hiring efforts, training and developing peers and new team members as a mentor, seeking and leveraging diverse perspectives in all activities
• Continuously expand skills, learning the latest technologies and maintaining knowledge of IT policies to provide technically accurate solutions

A day in the life

On a typical day you will diagnose and resolve a variety of hardware and software issues, collaborate with cross‑functional teams, and provide expert guidance to end users, ensuring minimal downtime and maintaining a high level of service quality.

Amazon offers a full range of benefits that support you and eligible family members, including domestic partners and their children. Benefits can vary by location, the number of regularly scheduled hours you work, length of employment, and job status such as seasonal or temporary employment.

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.

Basic Qualifications

• High school diploma or equivalent
• Excellent customer facing skills
• 2+ years of technical experience in a corporate environment supporting Windows, Mac and/or Linux
• 2+ years of experience with client, server, and network services DNS, DHCP, OSI Model and TCP/IP
• 2+ years of experience troubleshooting in a multi‑user high availability environment
• 2+ years of experience with PC repair, troubleshooting, deployment and liquidation
• Occasional travel required based on needs of the business
• Proficient in English and Italian
• Bachelor’s Degree from an accredited university or equivalent

Preferred Qualifications

• Bachelor’s degree in Computer Science or IT related field
• CompTIA A+, CompTIA Network+, Cisco/CCNA, Linux (Redhat), Microsoft hardware (installation), AWS, or other industry relevant certifications
• Experience in Active Directory and Windows Server backup solutions
• Experience with audiovisual, video conferencing or event support
• Ability to write simple scripts in an administrative language
• Strong analytical skills with demonstrated problem solving abilities
• Proven ability to develop clear, concise change management and standard operating procedure (SOP) documentation

Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.