Senior IT Support Engineer Manager📣 Job Ad

About the Role

Amazon Saudi Arabia (ex-Souq) is seeking a Senior IT Support Engineer - Manager to join their team in Jeddah. This full-time position focuses on maintaining and improving IT infrastructure to support the company's mission of being the place where customers can find, discover, and buy anything online. As part of our commitment to complying with national labor laws and applicable legislations in the Kingdom of Saudi Arabia, this position is open to candidates who fulfill the specific nationality criteria stipulated by local regulations.

Role Overview

The IT Support Engineer plays a crucial role in ensuring the smooth operation of Amazon's business by resolving complex hardware, software, server, and infrastructure issues. Reporting to the IT Manager, this role involves close collaboration with business stakeholders, colleagues, and remote support teams to implement and maintain critical infrastructure. You will serve as an escalation point for IT Support Technicians and Operations on technical matters, acting as an interface between these teams. Opportunities for involvement in projects and innovation are also a key aspect of this position within a multinational team environment.

Key Responsibilities

• Implement and maintain IT infrastructure, interfacing verbally and in writing with senior management stakeholders.
• Provide IT support to ensure optimal performance of all IT equipment and infrastructure, meeting departmental KPIs and SLAs.
• Manage projects across the site, collaborating with business units and support teams to implement technological changes.
• Monitor business and technology trends for potential application.
• Liaise with global SME teams for the installation and maintenance of networking and server infrastructure according to Amazon standards.
• Create, review, and execute change management requests and project plans.
• Perform site audits on technical infrastructure to ensure adherence to Amazon IT and Health & Safety guidelines.
• Represent the IT department in site meetings and act as a point of contact for the business and other support functions.
• Manage contractor and external supplier relationships, communicating technical issues and Amazon standards.
• Undertake project management, acting as a single point of contact, providing technical and management support, and keeping stakeholders informed of project progress.
• Provide direction and support to IT Support Technicians regarding trouble tickets and action items.
• Manage and support the updating and auditing of departmental documentation.
• Interact with suppliers, request quotes, and purchase equipment in accordance with policies, budgets, and operational demand.
• Produce weekly reports covering metrics and work performed.
• Contribute to the paid on-call schedule for high severity incidents.
• Provide mentoring and training to technicians and other engineers.
• Support the recruitment of new talent into OpsTechIT.

Qualifications and Requirements

• Bachelor's degree in IT, Computer Science, or equivalent.
• Experience with networking technology, including TCP/IP, subnetting, DNS, and DHCP.
• Experience working with Windows server technologies such as AD, DFS, Print Services, and SCCM.
• Proven experience in technical support.
• Experience supporting Windows, Mac, and/or Linux operating systems in a corporate setting.

Preferred Qualifications

• Experience supporting a Windows server environment.
• Experience supporting video conference and teleconference equipment.

Work Environment

This role is based in Jeddah, Saudi Arabia, and is a full-time position. The IT team is part of the Operations – Fulfilment Center and Logistics division, which is central to the Amazon customer experience. Occasional travel may be required.