Application Support Engineer
We are actively seeking a dynamic Application Support Engineer to join our energetic team.
This role is crucial for providing exceptional technical support to our clients, ensuring quick and thorough resolution of issues. We are looking for a proactive problem-solver with excellent communication skills and a deep technical understanding.
Responsibilities
- Act as the primary contact for client technical support via phone, email, or live chat
- Conduct remote diagnostics to replicate and resolve customer issues
- Lead clients through detailed resolution processes
- Take full ownership of client issues from their onset to their resolution
- Develop and document innovative methods to enhance process efficiency
- Maintain records of all client interactions and activities in our case management system
- Prioritize tasks effectively to meet service delivery standards
- Continuously monitor and confirm the resolution of all active issues
- Communicate software issues to the engineering team for comprehensive analysis
- Work with various departments to ensure seamless resolution processes
- Regularly enhance and expand your knowledge of technical products
- Strictly adhere to all security policies, procedures, and best practices
Requirements
- Minimum of 2 years in IT Operations Support
- Demonstrated proficiency in Linux administration and log analysis from Linux and HTTP systems
- Excellent troubleshooting skills, capable of effectively communicating solutions to both technical and non-technical users
- High proficiency in English (B2+ level), with exceptional verbal and written communication skills
- Experienced in creating technical documentation
- Effective at managing email communications and maintaining professional phone interactions
- Capable of managing large workloads within tight deadlines
- Exceptional time management skills with a thorough understanding of task prioritization
- An independent, motivated self-learner who is customer-focused
- Demonstrated ability to work effectively within a team
Nice to have
- ITIL certification or familiarity with ITIL methodologies
- 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