InfraOps Support Engineer, Operations Management Center (OMC)

Job summary

Monitor, triage, troubleshoot, and resolve Tier 1 incidents across networking, audio-visual, and print services, escalating issues when needed and responding to on-call events. Develop expertise in a focus area, improve operational procedures and documentation, lead team projects, communicate service health, and mentor junior engineers.

Job details

The InfraOps Support Engineer is a Tier 1 support engineer in Amazon's Operations Management Center (OMC) - a 24/7/365 team that keeps the technology inside Amazon's 400+ corporate office buildings running across Networking, Audio-Visual (AV), and Print services. This engineer is the first line of response for office-infrastructure incidents. Operating within the Amazon Support Engineer (SupEng) job family, the engineer provides high-quality support across all three service areas while beginning to develop deep subject-matter expertise in one or more focus areas, for which they become the technical point of contact on their team. They respond, triage and resolve incidents within target times using established procedures, detect trends before they become problems, contribute to and refine the team's operating procedures, and mentor more junior engineers. Success requires the ability to work in a fast-paced, collaborative, shift-based environment. Key job responsibilities On a typical shift, an InfraOps Support Engineer will: 1. Monitor, Detect & Triage Be the first line of response and keep ahead of problems. Triage incoming incidents (tickets) within defined target response times, using judgment to resolve in place or route to the responsible team. Use dashboards, alarms, and other tools for Networking, AV, and Print services across the global building fleet, interpreting what those signals indicate to solve incidents. Detect ongoing trends or emerging problems before they occur and define proactive actions to prevent customer impact. Assess incident scope and severity, correlate related incidents into a single parent incident, and prioritise work against SLAs. 2. Troubleshoot & Support Resolve issues and support the team's products and systems. Provide high-quality Tier 1 support for the products and systems in the team's scope, resolving straightforward problems with limited documentation and minimal escalation. Support critical issues using existing runbooks; maintain composure through difficult interactions until the issue is resolved. Perform on-call duties on a rotating schedule and respond to emergent events. Escalate appropriately when resolution requires significant deviation from procedure or when an issue becomes a risk. 3. Subject-Matter Expertise & Technical Leadership Grow into the go-to person for a focus area. Develop and apply expertise in one or more focus areas (e.g., Networking, AV, or Print), acting as the technical point of contact for that area within the team. Give technical direction to others and impart knowledge to users, customers, and teammates. Lead internal team projects and deliver on defined goals and timelines. 4. Documentation & Operational Improvement Improve how the team operates. Identify areas to improve support documentation and processes, and author new runbooks/SOPs and knowledge-base articles where gaps exist. Identify improvements to existing and new support tools that increase operational efficiency, and help drive their implementation. Help develop and refine the operational policies and procedures used by the team. 5. Mentoring & Collaboration Raise the bar for the team. Serve as a mentor to junior engineers and act as a training buddy for new hires; may assist in hiring activities. Maintain good working relationships across Amazon and work cross-functionally with partner teams to solve problems and improve processes. Communicate infrastructure health and trends clearly, both in real time and as inputs to weekly/monthly business reviews. Basic Qualifications: - 2+ years of software development, or 2+ years of technical support experience - Experience scripting in modern program languages - Experience troubleshooting and debugging technical systems - 1+ years of Windows Server technologies: AD, DFS, Print Services, SCCM experience - 1+ years of troubleshooting in a multi-user high availability environment experience - 1+ years of IT client, server, and network service delivery experience - 1+ years of networking (such as DNS, DHCP, SSL, OSI Model, and TCP/IP) experience - 1+ years of corporate setting Windows, Mac or Linux Operating systems support experience - 1+ years of supporting and maintaining a corporate network environment experience - High school diploma, or equivalent Preferred Qualifications: - Knowledge of web services, distributed systems, and web application development - Experience troubleshooting & maintaining hardware & software RAID - Experience with REST web services, XML, JSON - 2+ years of computer networking experience, or experience in computer networking - Experience supporting video conference and teleconference equipment - Experience that includes strong analytical skills, attention to detail, and effective communication abilities, or experience in Network protocols like DNS/DHCP/TCP Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status. Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations [https://amazon.jobs/content/en/how-we-hire/accommodations] for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner. The base salary range for this position is listed below. As a total compensation company, Amazon's package may include other elements such as sign-on payments and restricted stock units (RSUs). Final compensation will be determined based on factors including experience, qualifications, and location. Amazon offers comprehensive benefits including health insurance (medical, dental, vision, prescription, basic life & AD&D insurance), Registered Retirement Savings Plan (RRSP), Deferred Profit Sharing Plan (DPSP), paid time off, and other resources to improve health and well-being. We thank all applicants for their interest, however only those interviewed will be advised as to hiring status. CAN, BC, Vancouver - 57,400.00 - 95,900.00 CAD annually

What you’ll do

Monitor, triage, troubleshoot, and resolve Tier 1 incidents across networking, audio-visual, and print services, escalating issues when needed and responding to on-call events. Develop expertise in a focus area, improve operational procedures and documentation, lead team projects, communicate service health, and mentor junior engineers.

Requirements

Requires at least two years of software development or technical support experience, scripting ability, and experience troubleshooting technical systems. Also requires experience with Windows Server technologies, high-availability environments, IT service delivery, networking, corporate operating systems and networks, plus a high school diploma or equivalent.

Benefits

• Health Insurance
• Medical Insurance
• Dental Insurance
• Vision Insurance
• Prescription Insurance
• Basic Life Insurance
• Accidental Death and Dismemberment Insurance
• Registered Retirement Savings Plan
• Deferred Profit Sharing Plan
• Paid Time Off
• Sign-On Payments
• Restricted Stock Units

Listed skills

• Technical Support · Preferred
• Troubleshooting · Preferred
• Active Directory · Preferred
• TCP/IP · Preferred
• DNS · Preferred
• DHCP · Preferred

Other relevant skills

Identified from the job description. Confirm important requirements above.

• Technical Support
• Incident Triage
• Troubleshooting
• Networking
• Audio-Visual Support
• Print Services
• Windows Server
• Active Directory
• DFS
• SCCM
• Scripting
• TCP/IP
• DNS
• DHCP
• Runbook Development
• Mentoring
• Operational Efficiency
• Composure
• Time Off Management
• Effective Communication
• Technical Leadership
• Analytical Skills
• Software Development
• Dashboard
• Computer Networks
• Dynamic Host Configuration Protocol (DHCP)
• Debugging
• Linux
• Distributed File Systems
• RAID
• OSI Models
• JSON
• Medical Prescription
• Mentorship
• Windows Servers
• Network Service
• Network Protocols
• Operations Management
• RESTful API
• Restricted Stock
• Teleconferencing
• Triage
• Troubleshooting (Problem Solving)
• Video Conferencing
• Web Application Development
• Web Services
• Extensible Markup Language (XML)
• Process Improvement
• Transmission Control Protocol (TCP)
• Detail Oriented

Job areas

• Technology
• Engineering
• Customer Service & Support
• Management & Leadership
• Operations Support Engineer
• Technical Support Engineer / Analyst
• Information and Communications Technology User Support Technicians
• Computer User Support Specialists

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