ITS Support Eng (OMC)

Requirements

  • 1+ years of Windows Server technologies: AD, DFS, Print Services, SCCM experience
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  • 1+ years of troubleshooting in a multi-user high availability environment experience
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  • 1+ years of PC repair, troubleshooting, deployment and liquidation experience
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  • 1+ years of IT client, server, and network service delivery experience
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  • 1+ years of networking (such as DNS, DHCP, SSL, OSI Model, and TCP/IP) experience
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  • 1+ years of corporate setting Windows, Mac or Linux Operating systems support experience
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  • 1+ years of supporting and maintaining a corporate network environment experience
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  • High school or equivalent diploma
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  • (Desirable) 2+ years of computer networking experience
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  • (Desirable) Experience supporting video conference and teleconference equipment

What the job involves

  • We are looking to hire a highly motivated, best-in-class ITS Support Eng I (OMC) to join our growing team within Corporate Infrastructure Services
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  • The ITS Support Eng I (OMC) will work closely with both internal customers, on-prem technicians and service owners to provide Tier I support for large scale, enterprise class network, AV, and print services
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  • This position serves as the first line of response for infrastructure incidents and is responsible for ensuring an exceptional Amazonian in-office experience, proactively addressing issues before customers are even aware of them
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  • ITS Support Eng I (OMC) engineers are expected to follow established best practices and standard operating procedures to triage incidents, perform initial troubleshooting, and escalate complex issues when necessary. The desire and ability to work in a fast-paced, collaborative environment is essential for success
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  • Triage incoming Incidents related to office infrastructure within the defined target times, using judgment to determine if an incident requires troubleshooting, or routing to a service manager team
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  • Correlate concurrent Incidents that are related to a common root cause, and aggregate them into a single parent incident
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  • Effectively use runbook and judgement to determine the scope and severity of an incident, and involve stakeholder teams as necessary
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  • Effectively communicate regarding office infrastructure health trends as they happen, but also for weekly, monthly and quarterly business reviews
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  • Ability to spot potential improvements to existing processes and procedures. Advocate for an ever improving in office customer experience
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  • Operations Management Center (OMC) within IT Services is the primary point of triage for corporate incidents across Network, Print, and AV (Audio Visuals) infrastructure systems
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  • Triaging is a critical process enabling correlation, alerting, and engagement to reduce infrastructure down time. Our responsibility is to process incoming volumes by adhering to Standard Operating Procedures (SOPs), dispatching, triaging, resolving issues, or escalating to cross-functional teams or higher tiers of support, following a 24/7/365 follow-the-sun model
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