End-User Tech Support Specialist - Hybrid & Flexible Hours

EPAM Systems; Mexico; Hybrid; PHP 391,000 - 580,000; Full time

Job summary

EPAM Systems is seeking a Support Specialist to join our geo-distributed team and provide end-user support to EPAM's clients. You will analyze, diagnose, and resolve tickets and incidents, using ITIL practices and a broad set of ticketing tools.

The role emphasizes proactive communication, knowledge base updates, and collaboration with multiple teams to maintain stable application health and service quality.

Qualifications

• A minimum of two years of relevant professional work experience.
• Fluent English at B2 level or higher with strong communication.
• Analytical and research capabilities with proactive mindset.
• Team-oriented with ownership, resilience and flexibility.
• Proficient with MS Windows and Office Suite.
• Willingness to work flexible schedules including weekends and hybrid in-office days.

Responsibilities

• Log incoming tickets, sort by category, perform initial assessment, and resolve or escalate.
• Manage alerts, email, and phone inquiries as they arise.
• Monitor application health status and support stable system performance.
• Identify missing or outdated knowledge and help keep content current.
• Assist with reporting, ticket quality review, and process improvement discussions.
• Communicate with end users to gather details for accurate diagnostics.
• Keep stakeholders informed on status and resolution timelines.
• Follow documented procedures for recurring issue handling.
• Flag recurring patterns to relevant teams and contribute to onboarding new members.

Skills

Experience 2+ yrs

English B2

Analytical skills

Team player

Windows Office

Flexible schedule

Job description

EPAM Systems is seeking a Support Specialist to join our geo-distributed team and provide end-user support to EPAM's clients. You will analyze, diagnose, and resolve tickets and incidents, using ITIL practices and a broad set of ticketing tools.

The role emphasizes proactive communication, knowledge base updates, and collaboration with multiple teams to maintain stable application health and service quality.