L3 IT Support Engineer

Job Title: L3 IT Support Engineer
Contract: 12+ Months Contract (Extension Potential)
Schedule: Must be flexible to work day shifts, front‑half nights, or back‑half nights

Job Description:

We are loking for L3 IT Support Engineer to support critical infrastructure and hardware operations across multiple Operations facilities. This is a hands‑on technical role working in a live, mission‑critical environment, supporting hardware deployments, troubleshooting connectivity issues, executing technical procedures, and maintaining operational excellence across site infrastructure.

As part of a staff augmentation program, technicians will work alongside Amazon's existing site teams to provide onsite technical support during peak operational periods.

Key Responsibilities

• Build, image, configure, and deploy hardware equipment across facilities.
• Provide support for devices, peripherals, and connectivity‑related issues.
• Perform Layer 1 and Layer 2 troubleshooting, including cabling, patching, and port diagnostics.
• Install and support fiber cabling, structured cabling, and rack‑and‑stack activities.
• Execute change management tasks and routine technical procedures following documented SOPs.
• Respond to technical incidents and emergent events within a live operational environment.
• Escalate issues appropriately when problems fall outside documented procedures.
• Manage and update tickets through enterprise ticketing systems.
• Support new team members and contribute to continuous improvement initiatives.

Required Qualifications

• Minimum 1 year of hands‑on technical experience in a data center, critical facility, field service, infrastructure, or live‑site environment.
• Experience building, imaging, and deploying hardware at scale.
• Strong understanding of computer hardware and peripheral devices.
• Knowledge of Layer 1 and Layer 2 networking concepts.
• Experience with structured cabling, patch panels, and fiber optics.
• Working knowledge of Windows 11.
• Comfortable working within Linux command‑line environments.
• Ability to follow documented processes and standard operating procedures.
• Strong troubleshooting and problem‑solving skills.

Preferred Qualifications

• Experience working in data centers or mission‑critical facilities.
• CompTIA A+ certification or equivalent practical experience.
• Experience using ServiceNow or other ticketing platforms.
• Familiarity with rack‑and‑stack deployments.
• Previous experience supporting large‑scale enterprise environments.

Shift Patterns

Candidates must be open to working any of the following schedules based on site allocation:

• Sunday to Wednesday | 2:30 PM - 12:00 AM
• Thursday to Sunday | 2:30 PM - 12:00 AM
• Monday to Friday | 9:00 AM - 5:00 PM