Senior IT Support Engineer

Job ID: 3204447 | Afaq - Warehouse Branch

Role is based in Riyadh, Saudi Arabia. As part of our commitment to complying with national labor laws and applicable legislations in the Kingdom of Saudi Arabia, this position is open to candidates who fulfill the specific nationality criteria stipulated by local regulations. Our overall mission is simple: we want Amazon to be the place where our customers can find, discover and buy anything online. Whatever our customers want, we will find the means to deliver it. With your help, Amazon will continue to enable people to discover new worlds and implement innovation. This is your chance to make history. The Amazon IT teams keep our business running smoothly by resolving complex hardware, software, server and infrastructure issues, with both on‑site and on‑call capacity for our Operations network. As an IT Support Engineer you will report to the IT Manager at your home site and will be responsible for working closely with the business, your colleagues and remote support teams to implement and maintain critical infrastructure elements as well as some day‑to‑day support to meet our operations present and future business needs. You will be an escalation point for the team of IT Support Technicians, remote teams and Operations on technical issues as well as an interface between these teams as required. Besides your day‑to‑day activities, there will be plenty of opportunities for you to get involved in projects and innovate. You will be a key part of a multinational team, thrive in delivering high‑quality results and always be on the lookout for improvements.

Key Job Responsibilities

• Implement and maintain IT infrastructure, and interface confidently with senior management stakeholders at varying levels across multiple business entities.
• Provide a support service that ensures all IT equipment and infrastructure run at optimum performance, meeting departmental Key Performance Indicators (KPIs) and Service Level Agreements (SLAs) on your home site and any remote sites you support.
• Run projects across the site, working closely with the business, fellow engineers and remote support teams to implement changes and/or additions to the site’s technology infrastructure to support changing business and IT requirements.
• Maintain an eye for business and/or technology trends, with occasional travel required.
• Manage the availability of all IT equipment and infrastructure through continuous improvement and cost reduction initiatives.
• Liaise with global SME teams to facilitate installation and maintenance of networking and server infrastructure in accordance with Amazon standards.
• Create, review, revise and execute change management requests and project plans as required.
• Perform site audits on technical infrastructure to ensure adherence to the latest Amazon IT and Health & Safety guidelines.
• Represent the IT department in site meetings and conference calls, serving as the point of contact and escalation for the business and other support functions.
• Act as a point of contact for contractors or external suppliers, clearly communicating technical issues and Amazon standards.
• Undertake project management: act as a single point of contact for projects, provide technical and management support/input to site and team projects and initiatives, keep key stakeholders informed of progress, maintain project documentation in the required format, and validate the technical execution of projects.
• Provide direction and support to IT Support Technicians with trouble tickets and action items.
• Manage and support the updating and auditing of departmental documentation.
• Interact with suppliers, request quotes and purchase equipment in accordance with policies, budgets and operational demand.
• Produce weekly reports covering metrics and work performed.
• Contribute to the paid on‑call schedule covering your home site and sites within your node/region for high‑severity incidents.
• Provide mentoring and training to technicians and other engineers, acting as technical contact for remote support teams as needed.
• Support recruitment of new talent into OpsTechIT once trained.

About the Team

Operations – Fulfilment Center and Logistics. Operations is at the heart of the Amazon customer experience. Each action we undertake is done on behalf of our customers, as meeting their expectations makes us feel good. The Operations teams in our Fulfilment Centers are responsible for managing the vast range of fast‑paced inventory from inbound to outbound and work very hard to ensure that our customers receive what they want, when they want it. OpsTechIT is at the heart of this process and plays a vital role in enabling the business to meet the customer promise.

Basic Qualifications

• Bachelor\'s degree in IT, computer science or equivalent.
• Experience with networking technology (TCP/IP, subnetting, DNS and DHCP).
• Experience working with Windows server technologies: AD, DFS, Print Services, SCCM.
• Experience in technical support.
• Experience supporting Windows, Mac and/or Linux operating systems in a corporate setting.

Preferred Qualifications

• Experience supporting a Windows server environment.
• Experience supporting video conference and teleconference equipment.

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