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Middle Application Support Specialist

Application Support, Application Support Tools, Linux Administration, Critical Thinking

We are seeking a dedicated Middle Application Support Specialist to join our team. This role focuses on providing exceptional technical support to our customers through various communication channels, ensuring the efficient resolution of issues and enhancing existing processes.

Responsibilities
  • Serve as the primary point of contact for customer technical support via phone, email, or chat
  • Perform remote troubleshooting and reproduce customer issues in diverse environments
  • Determine the most effective solution based on customer issue details
  • Guide customers through the problem-solving process
  • Maintain full ownership of clients' issues from initiation to resolution
  • Develop, document, and enhance best practices and processes
  • Log events and interactions in cases accurately
  • Prioritize and action tasks promptly
  • Monitor status and progress towards resolution of all open incidents
  • Open and document bugs for further investigation by software engineering teams
  • Propel cases forward and collaborate with other teams as needed
  • Continually develop technical expertise and deepen product knowledge
  • Abide by security guidelines, procedures and best practices
Requirements
  • 2+ years of experience in IT Operations Support
  • Demonstrated technical expertise including Linux administration skills
  • Competency in reading and interpreting various logs (Linux, HTTP)
  • Demonstrated ability to troubleshoot issues and explain investigations to both IT professionals and non-technical end users
  • Critical thinking skills: capable of investigation, analysis, interpretation, evaluation, explanation, and problem-solving
  • Outstanding client-facing skills with attention to detail
  • Proficiency in documentation creation including articles, workflows, and procedures
  • Strong phone etiquette and e-mail correspondence skills
  • Ability to manage high work volumes within tight timelines
  • Effective time management and prioritization skills
  • Independent, self-directed learning capability
  • Team player with strong relationship-building skills
  • Highly motivated, multitasker and customer-oriented
  • Excellent verbal and written communication skills, with a strong grasp of grammar and syntax
  • Fluent in English at a B2+ level
Nice to have
  • ITIL certification or experience with ITIL-based processes
  • Knowledge of Javascript and Python (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