Junior Support Engineer

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.

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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

We offer

• Career plan and real growth opportunities
• Unlimited access to LinkedIn learning solutions
• International Mobility Plan within 25 countries
• Constant training, mentoring, online corporate courses, eLearning and more
• English classes with a certified teacher
• Support for employee's initiatives (Algorithms club, toastmasters, agile club and more)
• Enjoyable working environment (Gaming room, napping area, amenities, events, sport teams and more)
• Flexible work schedule and dress code
• Collaborate in a multicultural environment and share best practices from around the globe
• Hired directly by EPAM & 100% under payroll
• Law benefits (IMSS, INFONAVIT, 25% vacation bonus)
• Major medical expenses insurance: Life, Major medical expenses with dental & visual coverage (for the employee and direct family members)
• 13 % employee savings fund, capped to the law limit
• Grocery coupons
• 30 days December bonus
• Employee Stock Purchase Plan
• 12 vacations days plus 4 floating days
• Official Mexican holidays, plus 5 extra holidays (Maundry Thursday and Friday, November 2nd, December 24th & 31st)
• Relocation bonus: transportation, 2 weeks of accommodation for you and your family and more

EPAM is a leading global provider of digital platform engineering and development services. We are committed to having a positive impact on our customers, our employees, and our communities. We embrace a dynamic and inclusive culture. Here you will collaborate with multi-national teams, contribute to a myriad of innovative projects that deliver the most creative and cutting-edge solutions, and have an opportunity to continuously learn and grow. No matter where you are located, you will join a dedicated, creative, and diverse community that will help you discover your fullest potential.
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