Junior IT Support Specialist — Hybrid, Global Helpdesk

EPAM Systems; Mexico; Hybrid; PHP 240,000 - 300,000; Full time

Job summary

EPAM Systems is seeking a Junior Support Specialist to join its internationally distributed team, delivering end-user assistance to EPAM's client base across industries.

You will review tickets, provide first-line support, use ITIL-based methods, collaborate with teams, and keep knowledge base up to date. This role requires English at least B2, willingness to work weekends/holidays and a hybrid schedule with two in-office days.

Qualifications

• Minimum six months of relevant professional experience.
• Fluent English at B2 level or higher with professional communication.
• Strong analytical and research capabilities.
• Ability to thrive in a collaborative, accountable team environment.
• Comfort with MS Windows and Office Suite applications.
• Willingness to work weekends/holidays and a hybrid schedule with two in-office days.

Responsibilities

• Record and categorize new tickets, evaluate and resolve or escalate as needed.
• Handle alerts, emails, and phone calls as part of daily support duties.
• Track operational health of applications and contribute to keeping systems running smoothly.
• Identify knowledge base gaps and support updates to keep information current.
• Assist with reports, ticket quality checks, and process improvement discussions.

Skills

Analytical thinking

Team collaboration

English proficiency B2+

Adaptability

Tools

MS Windows

Office Suite

ITSM tools

Ticketing platforms

Job description

EPAM Systems is seeking a Junior Support Specialist to join its internationally distributed team, delivering end-user assistance to EPAM's client base across industries.

You will review tickets, provide first-line support, use ITIL-based methods, collaborate with teams, and keep knowledge base up to date. This role requires English at least B2, willingness to work weekends/holidays and a hybrid schedule with two in-office days.