End-User Support & Incident Specialist (Hybrid)

EPAM Systems, Inc.; Guadalajara; Híbrido; MXN 180.000 - 270.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Healthcare benefits

Paid time off

LinkedIn Learning access

Global career opportunities

Volunteer opportunities

Descripción de la vacante

EPAM Systems, Inc. is seeking a Support Specialist to provide responsive end-user assistance and serve as the single point of contact for user requests across multiple applications and systems.

You will analyze incidents, resolve or escalate tickets using ITIL-aligned practices, and help improve support documentation. You will register and classify tickets, perform initial triage, handle alerts, emails, and phone calls, monitor health checks, and update the knowledge base with new resolutions

Formación

• 2+ years in end-user support or service desk roles.

Responsabilidades

• Register and classify incoming tickets for accurate prioritization.
• Perform initial triage and diagnose issues or escalate when needed.
• Handle alerts, emails, and calls to communicate status and timelines.
• Monitor application health checks and respond to degradation or outages.
• Update knowledge base with new resolutions and steps.

Conocimientos

End-user support

Ticket triage

ITIL practices

Windows

Microsoft Office

English B2

Descripción del empleo

EPAM Systems, Inc. is seeking a Support Specialist to provide responsive end-user assistance and serve as the single point of contact for user requests across multiple applications and systems.

You will analyze incidents, resolve or escalate tickets using ITIL-aligned practices, and help improve support documentation. You will register and classify tickets, perform initial triage, handle alerts, emails, and phone calls, monitor health checks, and update the knowledge base with new resolutions