Application Support Engineer
We are currently seeking a talented Application Support Engineer to join our dynamic team.
This position is essential for delivering top-notch technical support to our clients, ensuring that all issues are resolved promptly and effectively. We are looking for an energetic problem-solver with excellent communication skills and a solid technical foundation.
Responsibilities
- Act as the initial point of contact for client technical support via phone, email, or live chat
- Execute remote diagnostics to reproduce customer issues and determine solutions
- Direct clients through step-by-step resolution procedures
- Assume complete responsibility for client issues from start to finish
- Enhance process efficiency by developing and documenting new protocols
- Document all client interactions and actions in our case management system
- Efficiently prioritize tasks to achieve service delivery goals
- Track and ensure the resolution of all active issues
- Report and escalate software issues to the engineering team for detailed evaluation
- Work collaboratively with various departments to advance the resolution process as necessary
- Regularly update and expand your understanding of technical products
- Adhere to all security policies, procedures, and best practices rigorously
Requirements
- Minimum of 2 years in IT Operations Support
- Proven skills in Linux administration and analyzing logs from Linux and HTTP systems
- Strong troubleshooting skills with the ability to clearly communicate solutions to both technical and non-technical users
- High proficiency in English (B2+ level), with outstanding verbal and written communication skills
- Experience in generating technical documentation
- Competent in managing email communications and upholding professional telephone interactions
- Capable of managing substantial workloads within strict deadlines
- Exceptional time management skills with a robust understanding of task prioritization
- An autonomous, driven self-learner who is focused on customer needs
- Demonstrated ability to effectively collaborate within a team setting
Nice to have
- ITIL certification or knowledge of ITIL methodologies
- Familiarity with 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