IT Support Engineer II

Amazon is seeking an IT Support Engineer II to deliver high-quality technical support across devices, networks, and enterprise applications. You will own complex incident resolution, drive root-cause analysis, and implement scalable improvements for Amazon employees globally. Responsibilities include troubleshooting hardware/software, managing user access, supporting AWS and productivity tools, documenting solutions, and contributing to automation. You'll thrive in a fast-paced, customer-obsessed culture that rewards ownership, data-driven decisions, and continuous learning.

Responsibilities

• Provide tier II support for desktops, laptops, mobile devices, and peripherals
• Troubleshoot OS, application, and network issues for onsite and remote employees
• Manage user accounts, permissions, and MFA/SSO across enterprise systems
• Support collaboration and productivity tools (e.g., Office 365, conferencing tools)
• Collaborate with engineering teams to resolve recurring incidents and implement fixes
• Document procedures, knowledge articles, and standard operating processes
• Maintain and improve endpoint management, imaging, and patching processes
• Participate in on-call rotations and incident response as needed
• Identify opportunities for automation and process improvement
• Ensure security and compliance best practices in daily operations

Required Skills

• Windows and mac
• OS administration
• Linux basics
• Office 365 / Google Workspace support
• AWS console navigation and basics
• Networking (TCP/IP, DNS, DHCP, VPN)
• Endpoint management (Intune/JAMF or similar)
• Scripting (Power
• Shell or Python)
• IT ticketing systems (Service
• Now/Jira)
• Hardware troubleshooting (laptops/peripherals)
• Identity and access management (SSO, MFA, IAM)