IT Support Engineer
Audible
IT, Customer Service
Newark, NJ, USA
Posted on Apr 17, 2025
IT Support Engineer
Technology | Job ID 2947509Job Summary
At Audible, we believe stories have the power to transform lives. It’s why we work with some of the world’s leading creators to produce and share audio storytelling with our millions of global listeners. We are dreamers and inventors who come from a wide range of backgrounds and experiences to empower and inspire each other. Imagine your future with us.
ABOUT THIS ROLE
Audible is looking for a dynamic and motivated IT Support Engineer to join our IT Support team. If you are customer-focused with creative problem-solving skills and have experience with macOS and Windows enterprise environments, this role may be for you. As a member of our team you will have the opportunity to develop your career while supporting Audible’s unique corporate infrastructure, service platforms and employees. This is a fantastic opportunity to leverage your crisp communication skills, technical, analytical and problem-solving competencies and most importantly, customer obsession as the next step in your career.
ABOUT THE TEAM
Audible’s Technical Operations organization powers the infrastructure, systems, tools and services to keep Audible running fast, secure, and resilient. As part of Audible’s Technology organization, this group comprises of Network Engineering, Systems Engineering, Corporate Systems, IT Support, and Audio Visual support teams. Collectively, the Technical Operations team is responsible for enabling operational excellence for employees while delivering secure, scalable, and foundational services for our customers through infrastructure and information technology.
Audible’s IT Support team 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 IT Support Team works with Amazon and Audible service managers and other staff to maintain internal solutions and respond to employees’ technical issues. Additionally, we manage all the on-premise infrastructure including servers, storage solutions, telephony and printers.
As an IT Support Engineer, you will...
- Provide ticket-based, walk-up, and remote support for Audible’s growing multi-site user base and environments
- Direct internal and external service provider engagements, as needed, in the processing of support requests for effective and timely resolution of issues
- Manage various routine processes such as new hire onboards, computer life cycle management, asset management, computer imaging, hardware warranty support and hardware recycling
- Participate in the development, implementation and administration of processes and procedures to ensure the reliability, recoverability, and optimum performance of user hardware and 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
- Research, procure, vet and deploy new hardware and software solutions
ABOUT AUDIBLE
Audible is the leading producer and provider of audio storytelling. We spark listeners’ imaginations, offering immersive, cinematic experiences full of inspiration and insight to enrich our customers daily lives. We are a global company with an entrepreneurial spirit. We are dreamers and inventors who are passionate about the positive impact Audible can make for our customers and our neighbors. This spirit courses throughout Audible, supporting a culture of creativity and inclusion built on our People Principles and our mission to build more equitable communities in the cities we call home.
ABOUT THIS ROLE
Audible is looking for a dynamic and motivated IT Support Engineer to join our IT Support team. If you are customer-focused with creative problem-solving skills and have experience with macOS and Windows enterprise environments, this role may be for you. As a member of our team you will have the opportunity to develop your career while supporting Audible’s unique corporate infrastructure, service platforms and employees. This is a fantastic opportunity to leverage your crisp communication skills, technical, analytical and problem-solving competencies and most importantly, customer obsession as the next step in your career.
ABOUT THE TEAM
Audible’s Technical Operations organization powers the infrastructure, systems, tools and services to keep Audible running fast, secure, and resilient. As part of Audible’s Technology organization, this group comprises of Network Engineering, Systems Engineering, Corporate Systems, IT Support, and Audio Visual support teams. Collectively, the Technical Operations team is responsible for enabling operational excellence for employees while delivering secure, scalable, and foundational services for our customers through infrastructure and information technology.
Audible’s IT Support team 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 IT Support Team works with Amazon and Audible service managers and other staff to maintain internal solutions and respond to employees’ technical issues. Additionally, we manage all the on-premise infrastructure including servers, storage solutions, telephony and printers.
As an IT Support Engineer, you will...
- Provide ticket-based, walk-up, and remote support for Audible’s growing multi-site user base and environments
- Direct internal and external service provider engagements, as needed, in the processing of support requests for effective and timely resolution of issues
- Manage various routine processes such as new hire onboards, computer life cycle management, asset management, computer imaging, hardware warranty support and hardware recycling
- Participate in the development, implementation and administration of processes and procedures to ensure the reliability, recoverability, and optimum performance of user hardware and 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
- Research, procure, vet and deploy new hardware and software solutions
ABOUT AUDIBLE
Audible is the leading producer and provider of audio storytelling. We spark listeners’ imaginations, offering immersive, cinematic experiences full of inspiration and insight to enrich our customers daily lives. We are a global company with an entrepreneurial spirit. We are dreamers and inventors who are passionate about the positive impact Audible can make for our customers and our neighbors. This spirit courses throughout Audible, supporting a culture of creativity and inclusion built on our People Principles and our mission to build more equitable communities in the cities we call home.
Basic Qualifications
- 3+ years of related industry experience in an customer focused enterprise environment
- 2+ years of troubleshooting in a multi-user high availability environment experience
- 2+ years of PC repair, troubleshooting, deployment and liquidation experience
- 1+ years of Windows Server technologies: AD, DFS, Print Services, SCCM experience
- 2+ years of networking (such as DNS, DHCP, SSL, OSI Model, and TCP/IP) experience
- 2+ years of corporate setting Windows, Mac or Linux Operating systems support experience
- 2+ years of supporting and maintaining a corporate network environment experience
- 2+ years of troubleshooting in a multi-user high availability environment experience
- 2+ years of PC repair, troubleshooting, deployment and liquidation experience
- 1+ years of Windows Server technologies: AD, DFS, Print Services, SCCM experience
- 2+ years of networking (such as DNS, DHCP, SSL, OSI Model, and TCP/IP) experience
- 2+ years of corporate setting Windows, Mac or Linux Operating systems support experience
- 2+ years of supporting and maintaining a corporate network environment experience
Preferred Qualifications
- Associate’s degree in IT-related field plus 3+ years of progressively responsible experience
- Industry relevant certifications such as: CompTIA A+, CompTIA Network+, Cisco/CCNA, Linux (Redhat), Microsoft hardware (installation), AWS
- 4+ years of computer networking experience
- 4+ years of troubleshooting in a multi-user high availability environment experience
- 4+ years of corporate setting Windows, Mac or Linux Operating systems support experience
- Ability to explain complex IT concepts in simple terms
- Experience working in an Agile environment
- Consistently adhering to established SLAs for tickets, and meeting deadlines for project based work
- Excellent written and verbal communication skills
- Proven ability to work successfully with limited supervision
- Willingness to travel on occasion to remote offices domestically and internationally
Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.
Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.
- Industry relevant certifications such as: CompTIA A+, CompTIA Network+, Cisco/CCNA, Linux (Redhat), Microsoft hardware (installation), AWS
- 4+ years of computer networking experience
- 4+ years of troubleshooting in a multi-user high availability environment experience
- 4+ years of corporate setting Windows, Mac or Linux Operating systems support experience
- Ability to explain complex IT concepts in simple terms
- Experience working in an Agile environment
- Consistently adhering to established SLAs for tickets, and meeting deadlines for project based work
- Excellent written and verbal communication skills
- Proven ability to work successfully with limited supervision
- Willingness to travel on occasion to remote offices domestically and internationally
Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.
Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.