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Junior Support Engineer
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