IT Support Engineer II

Job Description

Good storytelling starts with great listening. At Audible, that means each role and every project has our audience in mind. Because the same people who design, develop, and deploy our products also happen to use them. To us, that speaks volumes.
ABOUT THE ROLE
As an IT Engineer your role will be diverse in responsibilities including supporting a variety of services, managing projects and acting as an escalation point for end user support. Examples of services that the team supports include storage, backup, email, asset management and hardware imaging. While many of these services will be owned by another team, you will assist in maintaining them and serving as an admin and consulting with users on issues and workflows that relate to the services. Managing projects and creating project management plans will be a large portion of the role as well. In this capacity, you may serve as a member of a project team and for other initiatives you will lead and oversee projects to ensure they are carried out successfully. Additional responsibilities include serving as a point of escalation for user support issues that may include service related problems, complex technical issues and sensitive cases. While carrying out these responsibilities you will be expected to serve as a senior member of a Customer Obsessed team of technologists who solve problems and look for ways to improve operations.
ABOUT THE TEAM
The Audible Helpdesk is the first place for Audible employees to go with technical questions and problems with Audible's desktops, laptops, mobile devices, network services and software. The Audible Helpdesk works with Amazon and Audible service managers and other staff to maintain internal solutions and respond to employees’ tech issues. Additionally, they manage all the on-premise infrastructure including servers, storage solutions, telephony and printers.
Audible.com (a wholly owned subsidiary of Amazon.com) is looking for a dynamic and motivated IT Support Engineer to join their IT Operations group. If you are customer-focused with strong problem-solving skills and have experience with macOS, Windows and Unix environments, we want to meet you.
As an IT Support Engineer, II, you will...
· Provide support for escalated tickets from Audible’s growing multi-site user base and environments.
· Provide technical expertise and hands-on support of Audible’s multi-site server infrastructure.
· Participate in the development, implementation and administration of processes and procedures to ensure the reliability, recoverability, and optimum performance of local services.
· Work in tandem with the rest of the IT Operations team to uphold system SLAs with a rotating On-call schedule for production support issues.
· Direct internal and external service provider engagements, as needed, in the processing of support requests for effective and timely resolution of issues.
· Research, procure, and vet new hardware and software solutions.
· Coordinate and oversee a wide range of IT projects. Work with key stakeholders to thoroughly outline tasks and deliver results.
· Maintain relationships with key internal Audible and Amazon stakeholders to understand and adapt to new solutions and impactful changes as well as assist in delivering continuous improvements.
· Participating in hiring, training and development of others.
· Maintain internal and user facing documentation for all managed services.