French and English IT Services Support Specialist, IT Services Global Service Desk

2 weeks ago

Bucharest, Bucureşti, Romania Amazon Full time €40,000 - €60,000 per year
DESCRIPTION

Key job responsibilities
  • Provide comprehensive technical support to Amazon employees worldwide via web chat, telephone, email, and ticketing systems
  • Research, resolve, and respond to inquiries in accordance with organizational standards and timeframes
  • Diagnose and troubleshoot end-user computing problems, including analyzing issues, identifying appropriate resources, testing solutions, and ensuring problem resolution
  • Create and submit detailed, accurate call logs documenting all customer interactions
  • Inform customers of needed repairs and answer technical questions, ensuring understanding and satisfaction with completed work
  • Follow all standard operating procedures (SOPs) through effective use of knowledge management
  • Manage concurrent support conversations and maintain a case count of 15-25 contacts
  • Acquire and maintain current knowledge of relevant support policies to provide technically accurate solutions
  • Assist with activities to triage and escalate system or network outages to reduce downtime
  • Provide remote assistance with teleconferencing systems and AV presentation equipment
A day in the life
About the team
BASIC QUALIFICATIONS
  • Must read, write, and speak fluently in French and English
  • Experience supporting Windows, Mac and/or Linux operating systems in a corporate setting
  • Experience troubleshooting integrated and interdependent computer systems
  • Experience with network troubleshooting and support
  • Experience maintaining zebra thermal printers, troubleshooting thin clients, PCs, scanners, and portable handheld terminals
  • 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
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
  • Must read, write, and speak fluently in French and English
  • Strong troubleshooting skills of very complex systems
  • Ability to explain complex IT concepts in simple terms

Amazon

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