At Amazon, we strive to be Earth’s most customer-centric company where we can find and discover anything we want to buy online. We hire the world’s brightest minds, offering them an environment in which one can relentlessly improve the customer experience. Innovation and creativity are built into the DNA of the company and are encouraged at all levels of employment. Every day we solve complex technical and business problems with ingenuity and simplicity. We’re making history and the good news is we’ve only just begun.
IT Services Support team provides highly-available IT support for Amazon employees worldwide. We provide support for all client applications, operating systems, email, VPN, mobile devices, and common collaboration services such as SharePoint and Exchange and support of all in office systems. Our customers may engage us via phone, chat, in person, or trouble ticketing.
You will manage onsite AV/VC resources and assist the global organization to define the perfect customer experience and own the strategies to create that experience. You will identify ways to proactively reduce requests through automation, documentation, and process improvement. You will set high standards for issue handling, escalation and problem management across the organization and guide the team with metrics and goals that clearly measure their success.
You will work alongside a group of leaders to define the priorities and track the metrics and key performance indicators within the organization as a whole. You will hold service owners accountable to resolve issues on behalf of your customers.
Key job responsibilities
• Leading a team of onsite AV/VC Support Engineers responsible for the day to day maintenance, break/fix and event support within Amazon Corporate office conference and meeting rooms
• Measuring, monitoring, and maintaining the team’s ability to meet or exceed Service Level Agreements (SLA).
• Coordinating a variety of projects in an operational environment including planning for events and managing engineer schedules to meet customer needs.
• Written and verbal communication with the ability to present complex technical information in a clear and concise manner to a variety of audiences.
• Working with engineering teams to plan for the support of new tools and services and improving the level of support provided for existing ones.
• Developing and maintaining policies, procedures, and processes.
• Hiring, developing, and retaining great talent.
• Reducing workload through process improvement and root cause analysis.
• Responding to inquiries, escalations, and establishing partnerships with key customers and service owners.
We are open to hiring candidates to work out of one of the following locations:
New York, NY, USA
BASIC QUALIFICATIONS
– 5+ years of developing a team of technical professionals across multiple locations experience
– Bachelor’s degree, or 4+ years of professional or military experience
– 2+ years’ experience managing Audio/Visual systems in an enterprise environment including video conference rooms
PREFERRED QUALIFICATIONS
– An understanding of enterprise IT systems such as networking and server technologies and how they interoperate, as well as exposure to a wide variety of technical products and issues
– Experience and/or qualification relating to AV systems including but not limited to: Cisco, Crestron, Extron, Biamp, QSC, etc
– Experience with network technology including video and audio over IP (e.g. Dante/AES)
– Technical troubleshooting and strong analytical skills
– Established time and project management skills with the ability to lead multiple projects simultaneously
– Experience with ITIL Framework
– Proven ability to operate in extreme, high pressure ,dynamic, fast paced situations, successfully handle multiple competing priorities and possessing a high level of discipline while displaying a high degree of flexibility and professionalism
– Experience communicating cross-functionally and across management levels in formal and informal settings
– Experience in making data-driven decisions.
Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. For individuals with disabilities who would like to request an accommodation, please visit https://www.amazon.jobs/en/disability/us.
Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $93,400/year in our lowest geographic market up to $185,000/year in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on job-related knowledge, skills, and experience. Amazon is a total compensation company. Dependent on the position offered, equity, sign-on payments, and other forms of compensation may be provided as part of a total compensation package, in addition to a full range of medical, financial, and/or other benefits. For more information, please visit https://www.aboutamazon.com/workplace/employee-benefits. Applicants should apply via our internal or external career site.