Overview
IT Services Support Specialist, IT Services Service Desk/GSD Jobs in Jeddah, Saudi Arabia at Amazon
IT Services Support Specialist, IT Services Global Service Desk (GSD)
Amazon’s IT Services Support is the first point of contact for technical support service requests. Our IT Support Technician handles incoming support chats, calls, and online requests for Amazon employees worldwide.
The successful candidate will work on a rotational schedule, be customer-focused, and motivated by team success. They should be innovative, energetic, adaptable to new processes, and capable of managing a high volume of requests while maintaining quality support. This position is remote by design, with potential to work from the Cape Town office as needed.
Key job responsibilities
Provide technical support to Amazon Corporate employees worldwide.
Research, resolve, and respond to inquiries via web chat, phone, email, and ticketing system promptly, following team standards.
Diagnose and troubleshoot end-user computing issues, including analysis, resource identification, testing fixes, and follow-up.
Create and submit detailed call logs documenting customer interactions accurately and promptly.
Inform customers about repairs and answer questions, ensuring customer satisfaction.
Follow standard operating procedures (SOP) using Knowledge management tools.
Manage a case load of 15-25 tickets and support concurrent conversations.
Maintain current knowledge of support policies to provide accurate solutions.
Assist with activities to triage and escalate system or network outages to minimize downtime.
BASIC QUALIFICATIONS
Experience supporting Windows, Mac, and/or Linux operating systems in a corporate setting.
Experience troubleshooting integrated computer systems.
Experience with network troubleshooting and support.
Experience maintaining zebra thermal printers, troubleshooting thin clients, PCs, scanners, and portable terminals.
PREFERRED QUALIFICATIONS
Certifications such as CompTIA A+, CompTIA Network+, Cisco/CCNA, Linux (Redhat), Microsoft hardware, AWS, or similar.
Experience in a dynamic environment with high customer service demands.
Amazon values diversity and is an equal opportunities employer. We welcome applications from all members of society, including South African citizens and members of designated groups contributing to Employment Equity. Applicants must be able to work legally in South Africa and provide necessary documentation.
If you require accommodations during the application or interview process due to a disability, please visit for more information.
Title: IT Services Support Specialist, IT Services Service Desk/GSD
Company: Amazon
Location: Jeddah, Saudi Arabia
Category: IT/Tech (Technical Support, IT Support, HelpDesk/Support, Systems Administrator)
