Application Support Engineer
We are on the hunt for a skilled Application Support Engineer to enhance our dynamic team.
This role is crucial for providing exceptional technical support to our clients, ensuring swift and effective resolution of issues. We seek a proactive problem-solver with excellent communication skills and a solid technical foundation.
Responsibilities
- Be the primary contact for client technical support via phone, email, or live chat
- Perform remote diagnostics to replicate customer issues and identify solutions
- Guide clients through detailed resolution steps
- Take full ownership of client issues from initiation to resolution
- Optimize process efficiencies by developing and documenting new procedures
- Log all client interactions and activities in our case management system
- Prioritize tasks efficiently to meet service delivery objectives
- Monitor and ensure the resolution of all ongoing incidents
- Identify and escalate software bugs to the engineering team for in-depth analysis
- Collaborate with various teams to push forward the resolution process as needed
- Continuously enhance your knowledge of technical products
- Strictly comply with all security policies, procedures, and best practices
Requirements
- At least 2 years of experience in IT Operations Support
- Demonstrated expertise in Linux administration and log analysis from Linux and HTTP systems
- Ability to troubleshoot effectively and communicate solutions clearly to both technical and non-technical stakeholders
- High proficiency in English (B2+ level), with excellent verbal and written communication capabilities
- Experienced in creating technical documentation
- Skilled in managing email communications and professional telephone interactions
- Able to handle large volumes of work within tight deadlines
- Excellent time management skills with a clear understanding of how to prioritize tasks
- An independent, motivated self-learner who is customer-centric
- Proven ability to work well within a team environment
Nice to have
- ITIL certification or an understanding of ITIL practices
- Knowledge of JavaScript and Python
- Experience with Gsuite products
Benefits
- International projects with top brands
- Work with global teams of highly skilled, diverse peers
- Healthcare benefits
- Employee financial programs
- Paid time off and sick leave
- Upskilling, reskilling and certification courses
- Unlimited access to the LinkedIn Learning library and 22,000+ courses
- Global career opportunities
- Volunteer and community involvement opportunities
- EPAM Employee Groups
- Award-winning culture recognized by Glassdoor, Newsweek and LinkedIn