Middle 2nd Line / Environments Support Engineer

Application Support, Application Support Tools, Linux

We are seeking a dedicated Middle 2nd Line / Environments Support Engineer to join our team. This role involves being a key point of contact for customers seeking technical support and ensuring the effective resolution of technical issues. The ideal candidate will display excellent problem-solving skills, have a strong background in IT operations support, and demonstrate an ability to handle multiple tasks efficiently.

Responsibilities

Serve as the initial point of contact for clients reaching out via phone, email, or chat
Perform remote troubleshooting, reproduce customer issues in varying environments, and work cooperatively with customers to develop solutions
Identify the most effective resolutions based on customer-provided issue details
Guide customers through problem-solving processes
Take full ownership of client issues from initiation to resolution
Develop, document, and enhance best practices for process improvement
Log all events and interactions accordingly
Prioritize and action tasks according to urgency
Keep track of all open incidents' status and progress
Document bugs for software engineering teams' investigation
Drive case progression and engage other teams when necessary
Continuously develop technical expertise on products and deepen product knowledge
Comply with security guidelines, procedures, and best practices

Requirements

2+ years of experience in IT Operations Support
Proven technical skills in Linux administration
Ability to interpret various logs such as Linux and HTTP
Proven troubleshooting skills and ability to explain processes to both IT professionals and non-technical end-users
Proficiency in critical thinking: investigation, analysis, interpretation, evaluation, explanation, and problem-solving
Outstanding client-facing skills, attentive to details and capable of recognizing clients' needs vs. issues
Excellent verbal and written communication skills with proficient grammar and syntax
Strong experience in documentation (creating articles, workflows, procedures, etc.)
E-mail correspondence and phone etiquette proficiency
Ability to manage high work volumes within tight timeframes
Effective time management and prioritization skills
Capacity to learn independently and in a self-directed manner
Team player with the ability to build rapport
Highly motivated and capable of multitasking
Customer-oriented with a genuine interest in aiding customers
English fluency at B2+ level

Nice to have

ITIL certification or familiarity with ITIL-based processes
Knowledge of Javascript and Python for reading and understanding code
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