IT Support Engineer II

Amazon is seeking an IT Support Engineer II to provide Tier 2 support for employees across a fast-paced, global environment. You will troubleshoot hardware, software, and network issues; manage accounts and access; and support Windows, macOS, and cloud-based tools. Partnering with engineering and AWS teams, you will drive root-cause resolution, enhance automation, and improve processes. This role demands strong technical depth, customer obsession, and ownership, with opportunities to grow your skills and impact at global scale within Amazon's innovative IT & Technical Support organization.

Responsibilities

• Provide Tier 2 support for laptops, mobile devices, OS, and core applications
• Manage user accounts, permissions, and access via AD/Azure AD and SSOTroubleshoot network, VPN, and connectivity issues for on-site and remote staff
• Deploy, configure, and maintain endpoints using standard tools and images
• Document solutions, update knowledge base, and improve support processes
• Collaborate with engineering and AWS teams to resolve complex incidents
• Monitor ticket queues, meet SLAs, and escalate issues when needed
• Support conference room A/V, printers, and collaboration tools
• Contribute to automation and scripting to streamline recurring tasks
• Participate in on-call rotation and support high-priority business events

Required Skills

• Windows and mac
• OS administration
• Office 365 administration
• Active Directory and Azure ADNetwork troubleshooting (TCP/IP, VPN, DNS)
• Endpoint management (SCCM/Intune/JAMF)
• Ticketing systems (Service
• Now/Jira)
• Hardware diagnostics and repair
• Scripting (Power
• Shell/Python)
• Identity and access management
• ITIL-based incident and problem management