Role Summary
Amazon is hiring an IT Support Associate for its Global IT Service Desk team in Bengaluru (BLR18 Corporate Office). In this role, you will provide centralized frontline IT support to internal Amazon employees and Worldwide Operations teams across APAC, EMEA, and AMER regions. You will troubleshoot client end-user devices, diagnose Windows and Linux operating systems, follow standard operating procedures (SOPs), and manage incidents to meet strict SLA and customer satisfaction (CSAT) goals.
Key Responsibilities
- End-User Device Troubleshooting: Diagnose and resolve hardware/software issues on client devices including laptops, desktops, printers, and handheld scanners.
- OS & Systems Support: Troubleshoot basic operating system issues across Windows and Linux environments following established IT SOPs.
- Incident & SLA Management: Log, categorize, track, and resolve IT service desk tickets while maintaining response SLAs and high CSAT scores.
- Global Technical Communication: Interact with internal business users, operations personnel, and IT teams across global regions (APAC, EMEA, AMER) to resolve technical queries.
Key Qualifications
- Education: Computer Science background (10+2+3 years of full-time education) or a Bachelor's degree in CS/IT.
- Experience: 3 months to 1 year of experience in Helpdesk, Service Desk, Desktop Support, or Network Support.
- Mandatory Technical Stack: Basic troubleshooting skills on Windows and Linux OS, end-user hardware devices, IT service desk ticketing workflows, and SOP compliance.
- Role Requirements: 5-day work week operating on rotational 7-day shift patterns; 100% onsite in Bengaluru (BLR18).
- Core Soft Skills: Proficient verbal and written English communication skills and strong customer support orientation.
About Amazon
Amazon is a global technology leader driven by customer obsession, operational excellence, digital innovation, and cloud infrastructure leadership across worldwide e-commerce and logistics networks.