Its Support Assoc I

2 weeks ago

Cape Town, South Africa Amazon Development Centre (South Africa) (Proprietary) Limited Full time

Must read, write, and speak fluently in French and English
- Associate in Computer Science or related field or experience equivalent.
- Basic experience in Windows, Mac OS environments and/or Linux
- Ability to empathise with and prioritise internal customer needs.
- Able to adapt to fast paced environment.
- Adherence to shift schedules and timeliness are key requirements
- Willingness to work flexible shifts and scheduling, weekends, and holidays

Key job responsibilities
- Provide basic technical support to Virtual Amazon employees worldwide on both French and English.
- Diagnose and troubleshoots end user computing problems including analysis of the problem, identification of appropriate resources, testing of proposed fixes and follow-ups to ensure the problem has been resolved.
- Create and submit detailed call logs documenting customer interactions that are accurate, thorough, and timely.
- Informs customer of needed repairs and answers basic questions. Ensures that customer understands and is satisfied with work completed.
- Follow all standard operating procedures (SOP) through the effective use of knowledge management.
- Acquire and maintain current knowledge of relevant policies in order to provide technically accurate solutions to users.
- Assist with activities to triage and escalate any system or network outage to reduce downtime.

A day in the life
As an IT Support Associate I, you will use your skills to support employees in resolving technical problems within Amazon across a multitude of technical disciplines. Amazon has a collaborative, purposeful and enthusiastic environment where we “Work Hard, Have Fun, Make History.” On a typical day associates might dive deep into understanding the root cause of a customer issue and consult with senior engineers at Amazon. We believe in making technical support as painless as possible. To achieve this, we implement Operational Excellence best practices and strive to automate manual processes.

About the team

Cape Town, ZAF
- Must read, write, and speak fluently in French and English
- Bachelor’s degree in Computer science or IT related field.
- Experience with networking hardware including switches/routers/firewalls
- Experience in Windows, Mac OS environments and/or Linux
- Ability to troubleshoot and repair PC Hardware
- Strong verbal skills proven ability to communicate with technical and non-technical staff
- Ability to work both independently and within a team environment
- Display a commitment to quality and strong multi-tasking skills
- Adherence to shift schedules and timeliness are key requirements
- Be able to effectively create trouble tickets that are clear and concise to the issue and resolution.
- Strong verbal and written communication skills.
- Strong soft skills to deal with CSA connectivity issues.
- Able to adapt to fast paced environment.
- Willingness to work flexible shifts and scheduling, weekends, and holidays

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