📍 Cape Town, South Africa
🏢 Amazon Development Centre (South Africa) (Proprietary) Limited
🆔 Job ID: 3124433
🕒 Job Type: Permanent | Rotational Shifts
🏠 Work Model: Remote (Cape Town-based candidates only)

⭐ Job Overview

Amazon is looking for an IT Services Support Specialist to join the Global Service Desk (GSD) — the first line of defence for all technical support requests from Amazon employees worldwide. In this position, you will support global teams through chat, phone, email, and ticketing systems while maintaining Amazon’s high standards of speed, quality, and customer obsession.

This role is ideal for tech-savvy, solutions-driven professionals who enjoy troubleshooting, managing multiple support cases, and working in a high-volume, dynamic support environment. Although remote, this position requires candidates to live within commuting distance of Cape Town for weekly in-office sessions.

🔧 Key Responsibilities

🖥 Technical Support & Troubleshooting

• Provide end-to-end technical assistance to Amazon corporate employees globally.

• Diagnose Windows, Mac, and Linux issues including login, system errors, connectivity issues, and hardware faults.

• Troubleshoot integrated systems, enterprise applications, networks, and device dependencies.

• Support hardware including Zebra thermal printers, scanners, thin clients, handheld terminals, and PCs.

📨 Ticket & Case Management

• Handle multiple chat and phone conversations simultaneously.

• Maintain 15–25 active ticket cases at any given time.

• Log all customer interactions with accurate, detailed notes.

• Follow SOPs and Knowledge Base resources to ensure consistency.

🚨 Incident Response & Escalation

• Assist with triaging network or system outages and escalate to relevant teams.

• Keep users informed about repair timelines and resolution status.

• Ensure first-time resolution where possible.

📘 Continuous Learning

• Stay updated on support policies, new systems, and evolving technologies.

• Participate in training activities and contribute to internal documentation.

🎓 Basic Qualifications

• Experience supporting Windows, Mac, and/or Linux in a corporate environment.

• Knowledge of troubleshooting network issues (DNS, DHCP, routing, etc.).

• Experience supporting interconnected enterprise systems.

• Familiarity with Zebra printers, thin clients, scanners, and handheld terminals.

⭐ Preferred Qualifications

• Certifications such as CompTIA A+, Network+, CCNA, AWS, or Linux certs.

• Experience delivering support in a high-volume, customer-focused environment.

• Strong multitasking ability, with exposure to remote support tools.

🌍 Why Join Amazon?

Amazon offers an innovative, inclusive culture where every employee is empowered to build, innovate, and grow. You’ll work in a global environment with cutting-edge technology, supporting teams across continents while developing your technical career through world-class training and mentorship.

🧑‍💼 Best CV Tips for This IT Support Role

🔹 1. Emphasise Operating System Expertise

List the OS environments you’ve supported (Windows 10/11, MacOS, Linux distros).

🔹 2. Highlight Hardware & Network Troubleshooting

Show experience with:

• Printers, scanners, thin clients

• Network diagnostics (ping, tracert, subnetting)

🔹 3. Include Ticketing Tools

Add platforms such as ServiceNow, Jira, Zendesk, Freshservice, etc.

🔹 4. Demonstrate Multitasking Ability

Mention concurrent chat/phone support or managing high volumes of tickets.

🔹 5. Quantify Your Impact

Examples:

• “Resolved 95% of tickets within SLA”

• “Managed 30+ daily cases with 4.8/5 customer satisfaction rating”

⚖️ Employment Equity & Compliance

Amazon is an equal opportunities employer committed to diversity and inclusion. Applications are welcomed regardless of age, gender, race, religion, disability, or orientation. As required by South African law, Amazon will verify your legal right to work in the country. Employment Equity principles will apply in the selection process.