Middle Support Specialist

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

We are looking for a Support Specialist to provide responsive end-user assistance and act as a 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.ResponsibilitiesRegister and classify incoming tickets to ensure accurate categorization and prioritizationPerform initial triage, diagnose issues, and resolve incidents or escalate to higher support levels when neededHandle alerts, emails, and phone calls to maintain timely communication with usersMonitor application health checks and respond to signs of degradation or outagesCommunicate proactively with users and stakeholders on ticket status, next steps, and expected timelinesUpdate the knowledge base by identifying gaps and documenting new resolutions and troubleshooting stepsSupport reporting and ticket quality checks, analyze ticket trends, and participate in support process reviews and team meetingsRequirements2+ years of experience in end-user support or service desk rolesStrong ticket triage and incident management skillsITIL-based support practices knowledgeIntermediate MS Windows knowledgeIntermediate Microsoft Office Suite knowledgeStrong analytical and research skillsExcellent phone and written communication skillsB2 Upper-Intermediate English proficiency (CEFR B2)Willingness to work non-standard shifts and a hybrid schedule when requiredNice to havePrevious experience in client-facing or technical support rolesITIL knowledgeBasic networking concepts knowledgeCloud platforms awarenessExperience with ITSM or ticketing toolsWe 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.