IT Support Engineer I, Logistics and Imaging Team (LIT)

At Amazon, we strive to be Earth’s most customer-centric company, where people can find and discover anything they want to buy online. We hire the world’s brightest minds, offering them an environment in which they can relentlessly improve the customer experience. Innovation and creativity are built into the DNA of the company and are encouraged at all levels of employment. Every day we solve complex technical and business problems with ingenuity and simplicity. We’re making history and the good news is we’ve only just begun.

Amazon's IT Logistics and Imaging Team (ITS-LIT) operates a warehouse-scale production floor that images, provisions, and manages the lifecycle of every corporate laptop and device deployed to Amazonians across the United States. Our team at SEA124 (Ouroboros) in Renton, WA processes over 1,000 devices per day across 11 imaging lanes and two shifts — supporting new hire onboarding, device refreshes, non-standard BYOD provisioning, data destruction, and reverse logistics.

We are seeking an IT Support Engineer I to join our imaging operations team. In this role, you'll own weekly rotations across our core programs — imaging production, escalation queue, troubleshooting, BYOD provisioning, IT maintenance, and help desk support. You'll also contribute to ongoing process improvement and technical projects that directly impact device throughput and quality. This is a hands-on production environment where your work has immediate, measurable impact on Amazon's ability to deliver devices to employees on Day 1.

You’ll join a diverse team of IT Support associates and engineers, supply chain specialists, program managers, operations managers, and other vital roles. You’ll collaborate with people across IT Services to help us deliver the highest standards for IT Logistics, ensuring that our customers have the equipment they need to perform their jobs. And you’ll experience an inclusive culture that welcomes bold ideas and empowers you to own them to completion.

If you're someone who takes ownership of problems, writes good documentation, and thrives in a fast-paced environment where no two days are the same, this role is for you.

Key job responsibilities
• Own weekly rotation assignments across imaging production, BYOD provisioning, escalation queue, troubleshooting shelf, IT help desk, and IT maintenance programs
• Image and provision Windows, macOS, and Ubuntu devices at production scale, ensuring compliance with imaging standards and SLAs
• Troubleshoot and resolve hardware and software issues on non-standard devices, including driver installation, BitLocker configuration, and post-provisioning validation
• Monitor and action assigned queues within SLA, documenting work in tracking systems and project management systems
• Author and maintain SOPs, runbooks, and knowledge base articles for imaging procedures and troubleshooting workflows
• Provide escalation support for challenging technical problems and mentor junior associates
• Participate in on-call coverage during business hours as part of team rotation
• Collaborate with cross-functional teams on infrastructure and process improvement initiatives
• Contribute to continuous improvement projects that enhance operational efficiency, reduce cycle time, or improve device quality

A day in the life
You arrive at a warehouse facility in Renton, WA and check your rotation for the week. Some weeks you're imaging laptops at production scale — moving devices through the pipeline and verifying quality. Other weeks you're troubleshooting failed devices, provisioning non-standard hardware, or handling walk-up support requests from onsite employees. You collaborate with your team in real time, update task trackers, and flag anything that needs escalation. No two weeks look the same. The constant: you're working hands-on with hardware in a fast-paced environment where your output directly impacts someone's first day at Amazon.

About the team
We're Amazon's primary imaging center for North America — a warehouse team that prepares and ships every corporate laptop before an employee's first day. We process thousands of devices weekly across multiple imaging lanes and shifts. You'll work alongside engineers, technicians, and operations specialists who build their own tools, write their own procedures, and own their programs end-to-end. Our culture is hands-on, direct, and team-first. We value people who take ownership, communicate clearly, and look for ways to improve how things work. Every day brings something different.

BASIC QUALIFICATIONS

- 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 IT client, server, and network service delivery 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
- High school or equivalent diploma

PREFERRED QUALIFICATIONS

- Bachelor's degree in IT, computer science or equivalent

Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.

Our inclusive culture empowers Amazonians to deliver the best results for our customers.