End-User Support Specialist — ITIL & Incident Mgmt

EPAM Systems; Mexico; Hybrid; PHP 300,000 - 480,000; Full time

Job summary

EPAM Systems is seeking a Support Specialist to provide responsive end-user assistance across multiple applications and systems. You will triage incidents, resolve or escalate using ITIL-aligned practices, and help improve support documentation.

This hybrid role requires strong communication, Windows and MS Office skills, and English at CEFR B2. The position involves handling tickets, coordinating with users, and contributing to knowledge base updates.

Qualifications

• 2+ years of experience in end-user support or service desk roles.
• Strong ticket triage and incident management skills.
• ITIL-based support practices knowledge.
• Intermediate MS Windows knowledge.
• Intermediate Microsoft Office Suite knowledge.
• Strong analytical and research skills.
• Excellent phone and written communication skills.
• B2 Upper-Intermediate English proficiency (CEFR B2).
• Willingness to work non-standard shifts and a hybrid schedule when required.
• Nice to have Previous experience in client-facing or technical support roles.
• Basic networking concepts knowledge.
• Cloud platforms awareness.
• Experience with ITSM or ticketing tools.

Responsibilities

• Register and classify incoming tickets for accurate categorization and prioritization
• Perform initial triage, diagnose issues, and escalate when needed
• Handle alerts, emails, and calls to maintain timely user communication
• Monitor health checks and respond to degradation or outages
• Communicate proactively on ticket status, next steps, and timelines
• Update knowledge base by identifying gaps and documenting resolutions
• Support reporting, ticket quality checks, and review meetings

Skills

Ticket triage

ITIL

Windows

MS Office

Analytical skills

Communication skills

English proficiency

Flexibility

Customer-facing

Networking basics

Cloud awareness

ITSM tools

Tools

ITSM tools

Ticketing systems

Job description

EPAM Systems is seeking a Support Specialist to provide responsive end-user assistance across multiple applications and systems. You will triage incidents, resolve or escalate using ITIL-aligned practices, and help improve support documentation.

This hybrid role requires strong communication, Windows and MS Office skills, and English at CEFR B2. The position involves handling tickets, coordinating with users, and contributing to knowledge base updates.