Global IT Support Specialist - Hybrid, Training & Growth

EPAM Systems, Inc.; Guadalajara; Híbrido; MXN 240.000 - 360.000; Jornada completa

Descripción de la vacante

EPAM Systems, Inc. is seeking a Support Specialist to join a geo-distributed team providing end-user support to clients worldwide across multiple industries.

You will diagnose and resolve tickets using ITIL practices, manage requests, alerts and inquiries, and contribute to knowledge base updates. The role involves helping onboard new teammates, maintaining system health, and communicating proactively with stakeholders.

Formación

• Two years of relevant professional work experience.
• Fluent English (B2) or higher with strong verbal and written communication.
• Analytical and research capabilities with a proactive mindset.

Responsabilidades

• Log incoming tickets, sort by category, assess and resolve or escalate.
• Manage alerts, email, and phone inquiries; maintain application health status.
• Update Knowledge Base; participate in reporting and process improvement.
• Assist onboarding of new team members; share tools and workflows.
• Communicate with end users to gather details and update stakeholders on status.
• Follow documented procedures for recurring issues; identify patterns for improvement.
• Attend team meetings and contribute to ticket quality reviews.

Conocimientos

English B2

Analytical skills

Teamwork

Proactive mindset

Customer service mindset

Herramientas

MS Windows

Office Suite

Descripción del empleo

EPAM Systems, Inc. is seeking a Support Specialist to join a geo-distributed team providing end-user support to clients worldwide across multiple industries.

You will diagnose and resolve tickets using ITIL practices, manage requests, alerts and inquiries, and contribute to knowledge base updates. The role involves helping onboard new teammates, maintaining system health, and communicating proactively with stakeholders.