IT Support Engineer II

Are you passionate about solving technical challenges and keeping critical systems running smoothly? Amazon is looking for a curious, self-motivated IT Support Engineer to join our team and deliver high-quality technical support across computer hardware, operating systems, and enterprise applications. In this role, you will implement technical solutions, troubleshoot complex issues, and contribute to projects that improve IT efficiency for our customers. You will work in a fast-paced environment where your ability to diagnose problems, collaborate with cross-functional teams, and drive continuous improvement will directly impact operations at scale.

Key job responsibilities

• Troubleshoot and resolve hardware, software, networking, and operating system issues across multiple technology domains — providing second-level support for client, server, network, and telecommunication systems — using available tools, log analysis, and operational expertise to identify root causes and restore service in line with defined SLAs.
• Manage and deliver local IT projects, including leading IT infrastructure installations at new Amazon sites, by defining requirements, tracking progress, removing blockers, and coordinating with internal teams and external vendors to meet goals on time.
• Author and maintain knowledge base articles, operating procedures, and user documentation to improve team efficiency and ensure consistent support quality.
• Install, configure, and maintain operating systems, servers, and network devices — including cabling, switches, routers, firewalls and WiFi — and administer user accounts, computers, and access rights in Microsoft Active Directory, performing routine updates and optimizing performance and security across supported environments.
• Communicate technical information clearly to both technical and non-technical audiences, extract details from customers and partner teams, train and advise users, and coordinate change management activities to minimize operational disruption.

A day in the life Your day begins by reviewing open tickets and system health dashboards to prioritize the most impactful issues. You might spend the morning diagnosing a network connectivity problem, then shift to coordinating a scheduled change management activity with a partner team in the afternoon. Between support requests, you work on a local project to automate a repetitive task using a scripting language. You also mentor IT Support Associates, answer escalation questions, and document your solutions so the broader team can learn from them.

About the team Our team provides around-the-clock IT support that keeps Amazon Operations running. We are a collaborative group of engineers who pride ourselves on solving problems quickly and building solutions that scale. Whether we are maintaining infrastructure, launching new tools, or improving existing processes, we stay focused on delivering a great experience for our internal customers. We are building an inclusive environment where every team member has the opportunity to grow, contribute ideas, and make a meaningful impact on how Amazon operates.

• Knowledge of core internet technologies, including DHCP, DNS, mail transport, TCP/IP, and network file systems
• Bachelor's degree in Information Technology, Computer Science, or a related field, or experience related IT
• Experience managing service providers and vendors
• Experience in written and verbal communication with the ability to present complex technical information in a clear and concise manner to executives and non-technical leaders
• Experience working in a fast-paced and ambiguous environment, or experience in creating process improvements with automation and analysis
• Experience that includes strong analytical skills, attention to detail, and effective communication abilities
• Speak, write, and read fluently in German and English at C1 level or above
• Valid and active driver's license
• Experience with project management