IT Support Associate II, OPSTech IT -Service Desk

1. Offer remote support for requests received through voice and chat interactions, incidents, and service requests assigned in ServiceNow, ensuring first-contact resolution and adherence to defined SLA targets 2. Effective Communication Skills: Demonstrating proficiency in clear and concise communication. This role needs interaction with Amazon Internal customers it includes APAC/EMEA/AMER Operation /IT team/Customer support. 3. Adherence to standard operating procedures (SOPs) is fundamental to maintaining consistency and efficiency in daily operations. 4. Basic Knowledge on IT Troubleshooting on end user devices: Competence in resolving issues on various client devices, including desktops, laptops, printers, and scanners. 5. Basic Understanding and troubleshooting skills on Various Operating system specifically on Windows and Linux 6. This position requires a flexible work schedule involving rotational shifts basis the business requirement 7. Adherence to OTS Service Desk Goals: Response and Resolution SLA, CSAT, and effectively managing incidents. BASIC QUALIFICATIONS - 1+ years of corporate setting Windows, Mac or Linux Operating systems support experience - Experience troubleshooting integrated and interdependent computer systems - Experience maintaining zebra thermal printers, troubleshooting thin clients, PCs, scanners, and portable handheld terminals PREFERRED QUALIFICATIONS - 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 - Experience providing customer-facing technical support with strong verbal and written communication skills - Basic understanding of networking concepts (TCP/IP, DNS, DHCP, VPN) - Experience with Active Directory account provisioning, password resets, and access management - Fami

Amazon is a global technology company operating in e-commerce, cloud computing (AWS), digital streaming, advertising and artificial intelligence. Its India operations span development centres in Bengaluru, Hyderabad, Chennai, Pune, Gurugram and Mumbai, covering retail technology, AWS infrastructure, Alexa, advertising, payments and supply-chain systems.