Amazon
About Opstech Solutions (OTS-SD) & Role Overview
The Opstech Solutions Global Service Desk (OTS-SD) acts as a virtual extension of field IT teams, delivering non-stop 24/7 remote technical support across Amazon’s global fulfillment, sortation, logistics, and last-mile facilities.
In this role, you will deliver remote technical support via phone, chat, and ticketing channels to resolve IT issues, enable system access, and maintain operational continuity across global fulfillment networks.
Key Responsibilities & Deliverables
Technical Troubleshooting: Provide first-contact resolution via phone, chat, and ServiceNow for Windows desktop/laptop environments, password/Active Directory management, printer/scanner hardware, and workspace technologies.
SLA & Escalation Management: Adhere to response and resolution SLAs (CSAT, MTTR, FCR); follow warm-handoff escalation protocols to route complex issues to appropriate resolver groups.
Data Analysis & Trend Tracking: Conduct root-cause analysis on incident patterns and ticket trends to generate actionable analytics for continuous operational improvement.
Knowledge Management & Documentation: Create, update, and maintain Standard Operating Procedures (SOPs), knowledge base articles, and technical workflows.
Shift Flexibility: Work a 5-day schedule within a 24/7, 7-days-a-week operational model (scheduled days off vary by shift pattern).
Qualifications & Requirements
Basic Qualifications
Technical Experience: Practical experience in technical support, IT helpdesk, or customer-facing technical roles.
System & Network Fundamentals: Working knowledge of Active Directory (user provisioning, access management, password resets) and networking concepts (TCP/IP, DNS, DHCP, VPN).
Process & Metrics: Familiarity with ITIL incident/request workflows (ServiceNow) and working against KPIs (SLA, CSAT, MTTR, FCR).
Communication & Documentation: Strong analytical skills, attention to detail, and experience contributing to knowledge base articles or technical documentation.
Preferred Qualifications
Proven experience in creating and maintaining knowledge base documentation and technical SOPs in an enterprise IT environment.
To apply for this job please visit amazon.jobs.