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Junior Support Engineer

Mexico
Support.Users, Customer Service & Support, Google Workspace, Incident Management (ITSM), Jira Service Management, Microsoft Windows, Service request management (ITSM), Active Directory, Microsoft Office, Okta, Salesforce Slack

We are currently seeking a Junior Support Engineer to join our geo-distributed team and provide comprehensive end-user support across various industries, including Healthcare, e-commerce, Retail, Travel, and Technology. As a Service Desk Specialist at EPAM, you will be a crucial point of contact for user requests and queries related to supported applications and systems, servicing over 20 global clients. This role demands a proactive and efficient approach to problem-solving and customer service.

Responsibilities
  • Record, classify, and conduct initial triage of incidents
  • Resolve requests or escalate them to the responsible parties as needed
  • Monitor the status and progress of all open incidents to ensure timely resolution
  • Keep users informed about the progress of their issues
  • Resolve incidents that are not assigned to other resolution groups and recover services
  • Confirm resolution and close incidents upon completion
  • Detect potential trends and collaborate with problem management teams when applicable
  • Update the Knowledge Base as necessary to reflect new findings and solutions
Requirements
  • Bachelor's Degree in Computer Science or a related field
  • At least 6 months of relevant work experience as a Support Engineer
  • Excellent verbal and written communication skills
  • Proficient in email correspondence and phone etiquette
  • Capable of handling high volumes of requests with stress resistance
  • Strong problem-solving and research skills
  • Outstanding client-facing skills
  • Advanced troubleshooting and multi-tasking abilities
  • Ability to work collaboratively in a team environment
  • Capacity to maintain composure in challenging situations
  • Good understanding of ITIL event and incident management processes
  • Fluent in English, capable of a B2 level or higher for effective communication in international settings
Nice to have
  • Experience with remote desktop support tools
  • Familiarity with cloud-based technologies and platforms
  • Previous experience in a multi-cultural or international support environment
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