IT Support Engineer📣 Job Ad

About the IT Support Engineer Role

Amazon is seeking an IT Support Engineer to join its Operations Technology (OpsTechIT) team in Riyadh. This full-time position focuses on maintaining and improving the IT infrastructure that supports Amazon's fulfillment and logistics operations, ensuring seamless customer experiences. The role requires a candidate with 2-5 years of experience in IT support and a strong understanding of various IT systems and networks.

Role Overview and Responsibilities

As an IT Support Engineer, you will be responsible for the implementation and maintenance of critical IT infrastructure, providing day-to-day support to meet current and future business needs. You will work closely with business stakeholders, colleagues, and remote support teams to ensure optimal performance of all IT equipment and infrastructure. This role involves acting as an escalation point for IT Support Technicians and Operations teams on technical issues, and serving as an interface between these groups. Opportunities for involvement in projects and innovation are available, contributing to a multinational team environment.

Key responsibilities include:

• Implementing and maintaining IT infrastructure, interfacing with senior management stakeholders.
• Ensuring all IT equipment and infrastructure operate at optimum performance, meeting KPIs and SLAs for home and remote sites.
• Managing site projects, implementing changes to technology infrastructure to support evolving business and IT requirements.
• Monitoring business and technology trends.
• Managing IT equipment and infrastructure availability through continuous improvement and cost reduction initiatives.
• Liaising with global Subject Matter Expert (SME) teams for network and server infrastructure installation and maintenance, adhering to Amazon standards.
• Creating, reviewing, and executing change management requests and project plans.
• Performing site audits on technical infrastructure to ensure compliance with Amazon IT and Health & Safety guidelines.
• Representing the IT department in site meetings and acting as a point of contact for the business and other support functions.
• Serving as a point of contact for contractors and external suppliers, communicating technical issues and Amazon standards.
• Undertaking project management, acting as a single point of contact, providing technical and management support, and keeping stakeholders informed of project progress.
• Providing direction and support to IT Support Technicians for trouble tickets and requests.
• Managing and supporting the updating and auditing of departmental documentation.
• Interacting with suppliers, requesting quotes, and purchasing equipment in accordance with policies and budgets.
• Producing weekly reports on metrics and work performed.
• Contributing to the paid on-call schedule for high severity incidents.
• Providing mentoring and training to technicians and other engineers, and acting as a technical contact for remote support teams.
• Supporting the recruitment of new talent into OpsTechIT.

Required Qualifications

Candidates must meet the following requirements:

• High school or equivalent diploma.
• 1+ years of experience with Windows Server technologies (AD, DFS, Print Services, SCCM).
• 2+ years of troubleshooting experience in a multi-user, high-availability environment.
• 2+ years of PC repair, troubleshooting, deployment, and liquidation experience.
• 1+ years of IT client, server, and network service delivery experience.
• 2+ years of networking experience (*, DNS, DHCP, SSL, OSI Model, TCP/IP).
• 2+ years of supporting corporate setting Windows, Mac, or Linux operating systems.
• 2+ years of supporting and maintaining a corporate network environment.

Preferred Qualifications

The following qualifications are considered advantageous:

• 2+ years of computer networking experience.
• Experience supporting video conference and teleconference equipment.

Work Environment and Team

This role is based in Riyadh and operates within the Operations Technology (OpsTechIT) team, which is integral to Amazon's Fulfillment Center and Logistics operations. OpsTechIT plays a vital role in ensuring Amazon can meet its customer promise by managing the fast-paced inventory process from inbound to outbound. The position is full-time and may require occasional travel.