IT Support Engineer, OpsTech Solutions

Our overall mission is simple: we want Amazon to be the place where our customers can find, discover, and buy anything online. Whatever our customers want, we will find the means to deliver it. With your help, Amazon will continue to enable people to discover new worlds and implement innovation.

This is your chance to make history.

The Amazon IT teams keep our business running smoothly by resolving complex hardware, software, server, and infrastructure issues with both on-site and on-call capacity for our operations network.

As an IT Support Engineer, you will report to the IT Manager at your home site and will be responsible for working closely with the business, your colleagues, and remote support teams to implement and maintain critical infrastructure elements, as well as some day to day support to meet our operations present and future business needs. You will be an escalation point for the team of IT support technicians, remote teams, and operations on technical issues, as well as an interface between these teams as required.

Besides your day-to-day activities, there will be plenty of opportunities for you to get involved in projects and innovate. You will be a key part of a multinational team, thrive on delivering high-quality results, and always be on the lookout for improvements.

Operations Fulfillment Center and Logistics

Operations is at the heart of the Amazon customer experience. Each action we undertake is done on behalf of our customers, as meeting their expectations makes us feel good.

The Operations teams in our fulfillment Centers are responsible for controlling the vast range of fast-paced inventory from inbound to outbound and work very hard to ensure that our customers receive what they want, when they want it. OpsTech IT is at the heart of this process and plays a vital role in the business's ability to meet customer promises.

Key job responsibilities

- Work as part of a busy support team to implement and maintain IT infrastructure.

- Communicate confidently, both verbally and in writing, with senior management stakeholders at varying levels across multiple business entities.

- Provide a support service that keeps all IT equipment and infrastructure running at optimum performance.

- Ensure all departmental Key Performance Indicators (KPIs) and Service Level Agreements (SLAs) are met on your home site and on any remote sites that you and your team support.

- Run projects across the site, working closely with the business, fellow engineers, and remote support teams to implement changes and additions to the site’s technology infrastructure in line with changing business and IT requirements.

- Keep a keen eye on business and technology trends.

- Travel occasionally, as the role requires.

A day in the life

As an IT Support Engineer, no two days look the same. Your responsibilities include, but are not limited to:

Keeping the site running

- Manage the availability of all IT equipment and infrastructure, continuously improving equipment efficiency and reducing costs.

- Work with global subject matter expert teams to install and maintain networking and server infrastructure in line with Amazon standards.

- Carry out site audits of technical infrastructure to make sure it follows the latest Amazon IT and Health and Safety guidelines.

- Contribute to the on-call schedule covering your home site and sites within your node or region for high severity incidents.

Delivering projects

- Create, review, revise, and execute change management requests and project plans as required.

- Act as the single point of contact for projects.

- Provide technical and management support and input for site and team projects and initiatives.

- Keep key stakeholders informed of project progress and maintain project documentation in the required format.

- Validate and sanity check the technical execution of projects.

Partnering with the business and suppliers

- Represent the IT department in site meetings and conference calls, and be the point of contact or escalation for the business and other support functions.

- Act as the point of contact for contractors and external suppliers, clearly communicating technical issues and Amazon standards.

- Interact with suppliers, request quotes, and purchase equipment in line with policies, budgets, and operational demand.

- Stay focused on your customers and deliver a high level of service.

Supporting your team

- Provide direction and support to the IT Support Technicians on trouble tickets (issues) and action items (requests).

- Mentor and train technicians and other engineers, and act as the technical contact for remote support teams as needed.

- Support the recruitment of new talent into Operations Technology IT (OpsTech IT), once you are trained.

Documentation and reporting

- Manage and support the updating and auditing of departmental documentation.

- Produce weekly reports covering metrics and work performed.

Please note: This position involves some physical labor, carried out in line with Amazon health and safety standards. IT Support Engineers may be required to work in confined spaces and perform maintenance work in elevated spaces (working at height).

Basic qualifications

- 1+ years of Windows Server technologies: AD, DFS, Print Services, SCCM experience

- 2+ years of troubleshooting in a multi-user high availability environment experience

- 2+ years of PC repair, troubleshooting, deployment and liquidation experience

- 2+ years of networking (such as DNS, DHCP, SSL, OSI Model, and TCP/IP) experience

- 2+ years of corporate setting Windows, Mac or Linux Operating systems support experience

- Turkish language proficiency required

Preferred qualifications

- Bachelor's degree

- 2+ years of computer networking experience

Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.