ITS Support Associate II – Amazon – Remote, Canada

Amazon’s IT Support is the first point of contact for technical support service requests from Amazon Corporate and subsidiary employees worldwide. As an IT Support Associate II, you will spend your day fielding incoming chats, calls, and online requests, delivering customer-focused support and maintaining high productivity and quality assistance in a fast-paced environment.

You will need to be innovative and energetic, able to adapt quickly to new processes while handling a high volume of requests. Your commitment to customer satisfaction and ability to work both independently and in a team will be key to success in this role.

About the role: ITS Support Associate II

In this position, you will leverage your help-desk experience (1+ years) to troubleshoot and resolve support requests across Windows, macOS, and Ubuntu/Linux environments. You will research, diagnose, and resolve inquiries via web chat, telephone, email, and ticketing systems, following organizational standards and ensuring timely resolution.

You will diagnose end user computing problems—examining issues, identifying resources, testing fixes, and following up to confirm resolution. You will also escalate or hand off issues as needed, document detailed call logs, propose improvements to SOPs, assist in triaging outages, and provide remote assistance for teleconferencing and AV equipment. Adherence to shift schedules, flexibility for weekends/holidays, and occasional on-site presence with 24-hour notice are required.

Benefits and Salary

Comprehensive IT Support Benefits: Amazon offers a robust benefits package for IT professionals, including health coverage, retirement plans, equity awards, and potential sign-on bonuses. Understanding IT support career growth and help desk benefits can help you evaluate long-term prospects and remote work advantages in a global service desk environment.

Salary and Total Compensation: The base salary for this role ranges from $49,000 to $76,800 per year, based on experience and skills. Research IT support salary Canada benchmarks and remote technical support compensation to negotiate effectively. Emphasize your troubleshooting expertise and customer service excellence to position yourself for the best offer.

Requirements / Skills

Essential Support Expertise: You must have 1+ years of corporate help-desk or desk-side support experience across Windows, macOS, or Linux. Strong troubleshooting skills for integrated and interdependent computer systems, excellent verbal communication with technical and non-technical users, and a commitment to customer satisfaction are critical.

Certifications & Continuous Learning: Highlight any relevant certifications (CompTIA A+, Network+, Cisco/CCNA, Red Hat/Linux, Microsoft hardware installation, AWS fundamentals) and your eagerness to learn. Emphasize remote troubleshooting proficiency, incident management skills, and ability to propose and implement SOP improvements in a dynamic, high-volume support environment.

• 1+ years of corporate setting support experience (Windows, Mac, or Linux)
• High school diploma or equivalent
• Experience troubleshooting integrated and interdependent computer systems
• Preferred: CompTIA A+, CompTIA Network+, Cisco/CCNA, Linux (Red Hat), Microsoft hardware installation, AWS or other relevant certifications
• Preferred: Experience in a dynamic environment with a high degree of customer service
• Willingness to work flexible shifts, weekends, and holidays, and occasional on-site presence with 24-hour notice

How to Apply

If you’re ready to deliver world-class IT support in a remote, fast-paced environment and grow your technical expertise, click the button below to apply via Amazon’s careers site.

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