Technical Help Desk Specialist

Description

We are looking for a Tier 1 Support Specialist to join the Amazon Security Technology (SecTech) Help Desk, which is a globally distributed team collectively responsible for providing 24/7 first and second-line support for security device issues across hundreds of Amazon sites worldwide. The team handles reported security device faults, programming requests, and collaborative resolution planning with internal partner teams and external vendors. The team are employed by Upstream Risk Management and embedded permanently within Amazon's organisation.

The Tier 1 Support Specialist will be responsible for the intake of reported security device issues, programming requests, triage of those requests, execution of response run books, and engagement of partner teams where necessary. They will also serve as the primary customer point-of-contact on all incoming requests and will be responsible for any follow-up communications.

Location: This role is required to be in-office 5 days per week (Nashville).

Compensation: $55k +

Key Responsibilities

• Attend owner-provided training on internal tools, software systems, basic hardware architecture, and terminology. Maintain functional-level knowledge of these tools and attend refresh training as needed.
• Communicate with customers, stakeholders and team members using phone, email, internal instant messaging tools, and live chat. Utilise response templates to ensure communications are consistent and within guidelines.
• Review incoming service requests from any of our hundreds of global corporate office locations.
• Using pre-defined run books and response templates, process reported issues through the corporate device ticketing system.
• Perform limited, view-only queries into the corporate security management software to verify and triage device outages.
• Collect information needed to make key decisions on next steps to resolve reported issues
• Engage Tier 2 Support Specialists who are responsible for completing the run books, dispatching external partners for on-site repairs, and executing programming updates as needed.

Qualifications

• Basic computer skills, including proficiency with Microsoft Office tools including Outlook, Word, and Excel
• Ability to speak, read, and write English with a high degree of proficiency
• Minimum of high school or equivalent education
• Customer service experience
• Right-to-Work in the United States

Preferred Qualifications

• Prior customer service experience in a technical role (i.e., hardware support)
• Knowledge of computer and/or network hardware concepts and terminology, such as a degree in computer science / networking or similar work experience.