Amazon
About Opstech Solutions (OTS-SD) & Role Overview
The Opstech Solutions Global Service Desk (OTS-SD) provides 24×7 global IT support to Amazon Operations across Fulfillment, Sortation, Logistics, and Last Mile facilities.
Functioning as a virtual extension of field IT teams, this role delivers remote technical support via phone, chat, and ServiceNow ticketing to troubleshoot issues, enable system access, and keep global fulfillment workflows running smoothly.
Key Responsibilities & Deliverables
Remote Technical Support: Resolve phone, chat, and ServiceNow requests for accounts/passwords, Windows environments, ACME applications, printers, scanners, and workspace technology.
SLA & Escalation Management: Ensure first-contact resolution and adhere to defined SLA targets; follow warm-handoff escalation protocols to route complex tickets to resolver groups.
Root Cause & Trend Analysis: Conduct deep-dive analysis on incident patterns and ticket trends to generate actionable analytics for operational improvements.
Documentation & SOP Maintenance: Create, update, and maintain policies, procedures, and Standard Operating Processes (SOPs) for the Service Desk team.
Shift Flexibility: Work a 5-day schedule within a 24/7, 7-days-a-week operational environment (scheduled days off vary by shift pattern).
Qualifications & Requirements
Basic Qualifications
Education & Experience: Bachelor’s degree in an IT-related field (Computer Science, Network Engineering) OR equivalent practical IT experience.
OS Support: 2+ years of experience supporting Windows, Mac, or Linux operating systems in a corporate setting.
Ticketing & Prioritization: Experience managing workloads through ticketing systems in coordination with management.
Problem-Solving & Communication: Proven ability in root-cause analysis and explaining technical concepts to non-technical audiences.
Preferred Qualifications
Experience managing high request volumes and competing deadlines in a customer-facing technical support role.
Knowledge of networking fundamentals (TCP/IP, DNS, DHCP, VPN) and Active Directory (provisioning, password resets).
Familiarity with ITIL frameworks and KPIs (SLA, CSAT, MTTR, FCR).
Experience writing or updating technical knowledge base articles.
To apply for this job please visit amazon.jobs.