IT Support Service Desk Assoc, Worldwide Grocery Stores Service Desk

Amazon Worldwide Grocery Store Technology Support Team

Join us on our mission to revolutionize the way the world shops. We are the Amazon Worldwide Grocery Store Technology Support Team, responsible for core retail technologies in state of the art physical grocery stores. As an IT Support Assoc II, you will follow documented knowledge base articles and use your technical expertise and problem-solving abilities to perform repair and preventative maintenance of retail and sales floor technology devices post-installation, including Point-of-Sale, Department Scale, Handheld compute, and mobile retail solution technologies and related systems in Whole Foods Market, Amazon Fresh, and Amazon Go Stores. You will utilize voice and agent chat for live one-on-one support as well as web portal for lower severity technology issue management. You will troubleshoot software and hardware failures and identify network problems when they relate to the above named technologies.

Key job responsibilities include:

• Troubleshoot IT equipment used in Whole Foods Market, Amazon Fresh, and/or Amazon Go Stores
• Troubleshoot hardware, software, and connectivity issues
• Assist vendors in the field with triage and updates of Retail and Sales Floor technologies
• Handle support requests and procedures across the network
• Assist in training new hires
• Support customers spanning the United States, Canada, and the United Kingdom
• Continuous learning of new technologies

In this role, you will rely on established guidelines and instruction to perform daily job functions. This includes gaining familiarity with and assisting Whole Foods Market, Amazon Fresh, and/or Amazon Go Store Associates and third-party vendors in resolving hardware and software issues by fielding telephone calls, web chats, and email communication, diagnosing problems, performing troubleshooting activities, and dispatching vendors for hardware service. You will monitor the incident management system to ensure timely acknowledgement and resolution of support requests, while working within established SLA parameters. You also may perform on-call duties as required.

On the WorldWide Grocery Stores Service Desk Team, our mission is to provide exceptional, consistent, and timely technical support and solutions that enable seamless operations across all Amazon physical store locations. Through dedication, expertise, and innovation, we strive to be the trusted technical backbone that keeps Amazon's physical stores running smoothly and efficiently.