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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 actively seeking a Junior Support Engineer to become part of our globally distributed team, providing essential end-user support in sectors like Healthcare, e-commerce, Retail, Travel, and Technology. As a vital member of the Service Desk team at EPAM, you will act as a primary point of contact for user inquiries and issues regarding our supported applications and systems, serving over 20 international clients. This position requires an energetic, solution-oriented individual with a strong commitment to customer service.

Responsibilities
  • Log, categorize, and initially assess incidents
  • Address requests or direct them to appropriate teams if further intervention is needed
  • Track and oversee the resolution progress of all active incidents to guarantee prompt service restoration
  • Communicate regularly with users to update them on the status of their issues
  • Handle and resolve incidents not earmarked for other specialized resolution teams
  • Verify issue resolution and officially close incidents once resolved
  • Identify recurring problems and work with problem management teams to strategize solutions
  • Regularly update the Knowledge Base to incorporate new solutions and insights
Requirements
  • Bachelor’s Degree in Computer Science or a related discipline
  • A minimum of 6 months of experience in a Support Engineer role
  • Exceptional verbal and written communication capabilities
  • Skilled in managing email communications and maintaining professional phone interactions
  • Ability to manage a high volume of requests while remaining resilient under pressure
  • Robust problem-solving and investigative abilities
  • Excellent skills in client interaction and relationship management
  • Proficient in troubleshooting and handling multiple tasks simultaneously
  • Team-oriented with a collaborative approach to problem-solving
  • Able to keep a level head in stressful or challenging situations
  • Solid knowledge of ITIL protocols related to event and incident management
  • Proficient in English, with a minimum of a B2 level for effective international communication
Nice to have
  • Proficiency with tools for remote desktop support
  • Knowledge of cloud technologies and platforms
  • Experience working in a diverse or global support setting
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