Junior Support Specialist

EPAM Systems, Inc.; Guadalajara; Híbrido; MXN 180.000 - 240.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Healthcare benefits

Paid time off

LinkedIn Learning access

Global career opportunities

Descripción de la vacante

EPAM Systems, Inc. seeks a Junior Support Specialist to provide responsive end-user support and act as a single point of contact for client requests across supported applications and systems.

You will triage and resolve incidents using ITIL-aligned practices, maintain clear communication, and help improve knowledge bases while working in a hybrid setup with in-office overlap.

Formación

• 1+ years in user support, service desk, or similar role.
• Strong communication skills with professional phone etiquette.
• Teamwork mindset and collaboration.
• Ownership of assigned tickets.
• Analytical skills to diagnose issues and propose solutions.
• Intermediate English communication.
• Nice to have client support/technical support experience.
• ITIL knowledge a plus.

Responsabilidades

• Register tickets and classify requests according to established support processes.
• Perform initial triage and resolve incidents or escalate as needed.
• Process alerts, emails, and phone calls within agreed timelines.
• Analyze issues and diagnose to identify best path to resolution.
• Monitor application health checks and provide operational support.
• Communicate status, next steps and resolution times to users and stakeholders.
• Identify knowledge gaps and update articles to improve self-service.
• Assist with reporting and support metrics.
• Conduct ticket quality checks and contribute to process improvements.
• Participate in support process reviews and team meetings.

Conocimientos

Communication

Teamwork

Client focus

English proficiency

Analytical thinking

Herramientas

MS Windows

MS Office

ITSM tools

Descripción del empleo

We are seeking a Junior Support Specialist to provide responsive end-user support and act as a single point of contact for client requests across supported applications and systems. You will triage and resolve incidents using ITIL-aligned practices, maintain clear communication, and help improve support knowledge; apply now to join the team.ResponsibilitiesRegister tickets and classify requests according to established support processesPerform initial triage and resolve incidents or escalate to higher support levels when neededProcess alerts, emails, and phone calls and respond within agreed timelinesAnalyze issues and complete diagnosis to identify the best path to resolutionMonitor application health checks and provide operational supportCommunicate proactively with users and stakeholders on status, next steps, and expected resolution timesIdentify knowledge base gaps and update articles to improve self-service and future resolutionsAssist with reporting and support metrics as requestedConduct ticket quality checks and contribute to continuous improvement actionsParticipate in support process reviews and attend internal team meetingsRequirementsSupport experience 1+ years in user support, service desk, or a similar roleStrong communication skills with professional phone etiquetteTeamwork mindset and ability to collaborate effectively with othersPersonal accountability and ownership of assigned ticketsAnalytical skills to research issues, diagnose root causes, and propose solutionsMS Windows knowledge at intermediate level or higherMS Office Suite knowledge at intermediate level or higherSchedule flexibility for non-standard shifts including weekends, holidays, and mornings/eveningsHybrid work readiness for an in-office schedule when applicableEnglish proficiency B2 (Upper-Intermediate) with strong spoken and written communicationNice to havePrevious experience in client support and/or technical supportITIL knowledgeBasic networking concepts knowledgeCloud platforms awarenessITSM tools usage experienceWe offerInternational projects with top brandsWork with global teams of highly skilled, diverse peersHealthcare benefitsEmployee financial programsPaid time off and sick leaveUpskilling, reskilling and certification coursesUnlimited access to the LinkedIn Learning library and 22,000+ coursesGlobal career opportunitiesVolunteer and community involvement opportunitiesEPAM Employee GroupsAward-winning culture recognized by Glassdoor, Newsweek and LinkedInEPAM is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, sexual orientation, gender identity or expression, disability, protected veteran status, or any other characteristic protected by applicable law.