IT Support Engineer, Ops Tech IT

The successful candidate will have: * First line / second line experience
supporting enterprise network hardware (using Cisco products an advantage). *
A strong background in supporting and troubleshooting Networks - LAN / WAN and
Wireless. * Good working knowledge of enterprise switches, firewalls, and
using the CLI. * Detailed knowledge of TCP/IP, UDP, the OSI ‎7 layer model,
DNS, DHCP, VPNs, HSRP or other high availability solutions. * Understanding of
wireless networking in an enterprise environment such as coverage challenges
and end user device roaming. * Understanding of copper and fiber data cabling,
e.g. CAT6, single mode and multi-mode fiber optics. * Working knowledge of
Linux from installations, file systems, using text editors such as vi, general
Linux CLI commands and Linux systems administration. * Working knowledge of
Microsoft back office technologies. Although most of our Active Directory /
ADFS, Mail systems, etc. are managed by a separate team your experience to
discuss problems or areas of improvement would be advantageous. * Project
management abilities and technical task execution experience. * Strong
analytical skills with proven problem solving ability of complex technical
issues. * Essential you have worked in a customer facing role which requires
solid technical aptitude, excellent oral communication and written skills to
develop clear and concise documentation and to engage effectively with the
business at all levels, in different situations. * Proven ability to operate
in high pressure situations, successfully handle multiple competing priorities
and possess a high level of discipline while displaying a high degree of
flexibility and professionalism.
Job summary

IT Support Engineer

Our overall mission is simple: we want Amazon to be the place where our
customers can find, discover and buy anything online. Whatever our customers
want, we will find the means to deliver it. With your help, Amazon will
continue to enable people to discover new worlds and implement innovation.

This is your chance to make history.

The Amazon IT teams keep our business running smoothly by resolving complex
hardware, software, server and infrastructure issues, with both on-site and
on-call capacity for our Operations network.

As an IT Support Engineer you will report to the IT Manager at your home site
and will be responsible for working closely with the business, your colleagues
and remote support teams to implement and maintain critical infrastructure
elements as well as some day to day support to meet our operations present and
future business needs. You will be an escalation point for the team of IT
Support Technicians, remote teams and Operations on technical issues as well
as an interface between these teams as required.

Besides your day-to-day activities, there will be plenty of opportunities for
you to get involved in projects and innovate. You will be a key part of a
multinational team, thrive in delivering high-quality results and always be on
the lookout for improvements.

Business Area: Operations - Fulfilment Center and Logistics
Operations is at the heart of the Amazon customer experience. Each action we
undertake is done on behalf of our customers, as meeting their expectations
makes us feel good.

The Operations teams in our Fulfilment Centers are responsible for controlling
the vast range of fast paced inventory from inbound to outbound and work very
hard to ensure that our customers receive what they want, when they want it.
OpsTechIT is at the heart of this process and plays a vital role to the
business ability to meet the customer promise.

Responsibilities:
Working as part of a busy support team your key duties will require you to
implement and maintain IT infrastructure, as well as interfacing confidently
both verbally and written to senior management stakeholders at varying levels
across multiple business entities. You will provide a support service that
ensures all IT equipment and infrastructure is running to its optimum
performance and that all departmental Key Performance Indicators (KPIs) and
Service Level Agreements (SLAs) are met on your home site as well as any
remote sites that you and your team also support. You will also be running
projects across the site, working closely with the business, fellow engineers
and remote support teams to implement changes and/or additions to the site's
technology infrastructure to support changing business and IT requirements.
You will also have a keen eye for business and/or technology trends. There is
a requirement for occasional travel.

The extent of your responsibilities will include but not be limited to:
* Managing the availability of all IT equipment and infrastructure through continuous improvement and continuously look to improve equipment efficiencies and cost reductions accordingly.
* Liaising with global SME teams to facilitate the installation and maintenance of networking and server infrastructure, in accordance to Amazon standards.
* The creation, review, revision and execution of change management requests and project plans as required.
* Perform site audits on technical infrastructure to ensure adherence to latest Amazon IT and Health & Safety guidelines as required.
* Represent the IT department in site meetings / conference calls and be the point of contact/escalation for the business and other support functions.
* Act as a point of contact for contractors or external suppliers and clearly communicate technical issues and Amazon standards.
* Undertake project management:
o Act as a single point of contact for projects.
o Provide technical and management support/input to site and team
projects/initiatives.
o Keep key stakeholders informed of progress of projects and maintain project
documentation in the required format.
o Provide validation and sanity check the technical execution of projects.
* Provide direction and support to the IT Support Technicians as required with regards to trouble tickets (issues) and action items (requests).
* Managing and supporting the updating and auditing of departmental documentation.
* Continuously be focused on your customers, delivering an outstanding level of service.
* 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 covering your home site and sites within your node/region for high severity incidents.
* Provide mentoring and training to technicians and other engineers and act as technical contact for remote support teams as and when required.
* Support the recruitment of new talent into OpsTechIT (once trained)

Please note: The position will involve some physical labor carried out in accordance with Amazon health and safety standards. IT Support Engineers may be required to work in confined spaces and perform maintenance work accessing elevated spaces (working at height).

Vendor certification of the following would be beneficial: Cisco, Linux/Unix
System Support, MS Windows System Support - LAN / WAN and Wireless. * Telecom
knowledge including VOIP / SIP and mobile technologies advantageous. * IT /
ICT further education qualification. * Help Desk / Technical support
management experience and some team leading experience would be advantageous.
* Ability to develop the skills needed to support specific Fulfillment Centre
Automated Systems. * Ability to coordinate with remotely based support groups
to implement IT changes. * Proven ability to learn and apply new technology.
We're looking forward to receiving your application, in English. Amazon is an
equal opportunities employer. We believe passionately that employing a diverse
workforce is central to our success. We make recruiting decisions based on
your experience and skills. We value your passion to discover, invent,
simplify and build. Amazon takes data protection seriously and respects EU and
local data protection laws. Unless you express otherwise, by submitting your
CV you authorize the hiring Amazon company to store your personal information
in the electronic database maintained by Amazon Corporate LLC. in the USA or
one of its affiliates for the purpose of assessing your suitability for this
and future job vacancies and to pursue your recruiting process. If at any time
you want your personal data to be deleted, you simply need to notify the
hiring Amazon company. Amazon will not share your personal information with
any third party without your prior consent. As part of your interview process
with Amazon you may be asked to authorize the hiring Amazon company to
separately verify your application data and personal background through a
third party service provider.