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Global IT Support Spec.


Edinburgh, United Kingdom


Amazon's Client Support Services group is looking for a strong helpdesk analyst with experience providing a client-side support service. You will provide quality technical support to internal customers through all available channels (Phone, Chat, CRM and in person), as part of a multidisciplinary Global IT Operations Centre.
The successful Support Specialist will be customer focused and motivated by meeting or exceeding expectations at every opportunity. You will be innovative, energetic, and able to adapt to new processes and procedures quickly while dealing with a high volume of requests and ambiguity. You will be committed, flexible and can demonstrate own initiative.


Responsibilities include, but are not limited to, troubleshooting and resolving frontline Helpdesk queries related to Office applications, mobile device management, VPN, DNS, SMTP, HTTP/HTTPS and TCP/IP connectivity as well as providing support for Windows and Unix Account Administration. This position also involves participating in localised IT tasks involving hands-on PC hardware, software and O/S support (including installation, configuration and troubleshooting of Windows, Unix, Linux and Mac OS). Exposure to a wide variety of products, issues, customer services as well as patience and a sense of humour, will make you successful as part of a multi-disciplinary team.
This position requires the ability to resolve high volume user support at the first point of contact as well as identify and escalate trending problems timely. Experience in a technical customer Support role is required, although similar or equivalent experience will be considered.


· Provide Frontline Helpdesk Support via Chat, Phones, CRM and around the site with a professional and approachable manner, resolving problems to client satisfaction.
· Working Helpdesk tickets from a queue, responding quickly and effectively, following up with clients to ensure successful resolution.
· Work to KPI’s and help deliver a quality, seamless support experience.
· Participate in Knowledge creation and sharing - helping knowledge have a place to live!
· Proactively identify process gaps, be comfortable making suggestions for improvement in service and openly participate in team discussions.
· Work with escalation support teams to Report problems in a timely manner
· Provide on call support on a rotating schedule as well as helping provide on call for holiday cover
· Demonstrate excellent verbal and written communication skills. This includes the ability to explain technical terminology to both technical and non-technical end users.
· Highly self-motivated and be a self -starter


To be successful in this role you must be thoroughly comfortable with the Linux, Windows and Macintosh operating system and their operation in a large scale environment. Other qualifications include:
· A Level / BTEC / National Diploma (IT Related)
· CCNA or similar Cisco experience
· RHEL or similar Linux experience
· Strong analytical skills with demonstrated problem solving ability.
· Work with escalation support teams to develop solutions and to automate manual processes and tasks.
· Available and flexible to participate in the on call schedule whether for a site or across multiple sites / regions.


Ideally you will be degree educated and hold professional qualification relating to Linux, Cisco, ITIL, and Microsoft and be able to meet the basic qualification requirements.
· Familiarity with TCP/IP protocol required
· Microsoft Certification (MTA, MCSA Windows 7/8), A+ and/or Network
· Degree or HND computer related qualification.


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