IT Support Engineer I

As an IT Support Engineer I, you'll be part of a fast-paced team keeping technology running at Amazon's MRS1 site and a broader network of sites across the region. MRS1 itself is currently going through an exciting robotics conversion project, adding to a dynamic, ever-changing environment. Alongside on-site support, you'll provide remote assistance and travel to other sites for project rollouts, preventive maintenance and hands-on troubleshooting.

This is a varied, hands-on role that balances day-to-day on-site work with remote support and travel across a wider network of sites, where priorities can shift quickly and no two days look the same.

- Fast-paced, hands-on IT role spanning a primary site and a broader network of sites across the region - Direct, visible impact on operations during a major site transformation project - Equal mix of on-site troubleshooting, remote support, and travel for projects and preventive maintenance - Growth path within Amazon's global IT organization

Key job responsibilities - Provide on-site technical support for hardware, software, network and phone systems at MRS1, a fast-paced site currently undergoing a robotics conversion project - Provide remote technical support to other sites across the region, resolving issues by phone or ticketing system and escalating to an on-site visit when needed - Travel to other sites across the region to support project rollouts, equipment deployments and preventive maintenance - Install, configure and maintain computers, printers, scanners and other equipment - Monitor network and server systems; identify, escalate and resolve issues to minimize downtime - Log, track and resolve support tickets within agreed response times - Document incidents, identify root causes, and follow through with corrective actions - Support process improvements and technology rollouts across the network of sites - Maintain accurate equipment inventory and documentation - Participate in an on-call rotation for critical incidents outside business hours - Follow Amazon's safety, security and change management procedures

A day in the life Your day starts by reviewing open tickets and any incidents that came in overnight from MRS1 or another site in the region. You might spend the morning troubleshooting a network issue on-site, then switch to remotely supporting a colleague at a different location over the phone. In the afternoon, you could be preparing equipment for an upcoming project, running preventive maintenance, or pitching in on the ongoing robotics conversion at MRS1. You'll work closely with Operations, Reliability & Maintenance, and your fellow IT Technicians and Engineers, adjusting priorities as new issues come in - no two days look quite the same.

Basic Qualifications: - High school diploma or equivalent - Speak, write, and read fluently in French and English at C1 level or above - Experience troubleshooting hardware (desktops, laptops, printers, scanners, network devices) - Basic understanding of networking concepts (TCP/IP, DNS, DHCP, VLANs) - Experience with Windows operating systems in an enterprise environment - Valid driver's license and ability to travel regularly to other sites across the region - Ability to work flexible shifts, including participation in an on-call rotation, based on business needs

Preferred Qualifications: - Bachelor's degree, or Master's degree in computer science, engineering, analytics, mathematics, statistics, IT or equivalent - Experience providing IT support in a fast-paced, industrial or logistics environment - Experience supporting multiple sites, both remotely and on location - Relevant certifications (CompTIA A+, Network+, ITIL Foundation, CCNA) - Experience with ticketing and asset management tools - Experience with physical security systems (CCTV, access control) is a plus

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