Junior Support Specialist

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

We're on the lookout for a Junior Support Specialist to become part of our internationally distributed team, delivering end-user assistance to EPAM's client base. Our support extends to over 20 organizations globally, spanning industries such as Healthcare, e-commerce, Retail, Travel, and Technology, among others. Acting as the primary contact point, our team fields user inquiries and requests tied to the applications and systems under our care.

In this role, you'll be responsible for examining, identifying the source of, and fixing tickets and incidents - everything from simple questions to more involved technical matters - by applying ITIL-based methodologies and working across a variety of ticketing platforms. You'll also handle the full range of service requests, maintain proactive communication with business users, and contribute to keeping the knowledge base current.

Responsibilities

• Record new tickets as they come in, categorize them appropriately, conduct preliminary evaluation, and move forward with resolution or forward them to advanced support tiers as circumstances require
• Handle alerts, incoming emails, and phone calls as part of daily support duties
• Track the operational health of applications and contribute to efforts that keep systems running smoothly
• Identify gaps or outdated entries within the Knowledge Base, raise them for correction, and support efforts to keep information accurate and current
• Contribute to a range of secondary support functions, such as assisting with reports, checking ticket quality, spotting trends in ticket data, joining discussions on process enhancement, and showing up for team gatherings
• Reach out to end users to collect further information necessary for pinpointing the cause of reported issues
• Provide regular updates to stakeholders regarding open ticket progress and anticipated timeframes for resolution
• Adhere to established workflows to guarantee uniform treatment of commonly recurring issue categories
• Detect recurring trouble patterns and elevate observations to appropriate teams for further action
• Support newer team members during onboarding by passing along knowledge about tools, workflows, and support practices

Requirements

• At least six months of applicable professional experience
• Fluent English proficiency at B2 level or beyond, demonstrating solid spoken and written communication along with professional phone manner
• Strong capacity for analysis and research, coupled with a forward-thinking attitude toward addressing tasks and obstacles
• Ability to thrive in collaborative team environments, showing accountability, composure under pressure, and adaptability amid changing situations
• Working to advanced-level comfort with MS Windows and Office Suite applications
• Openness to non-traditional work schedules - covering weekends, holidays, and varying shift times—plus a hybrid setup requiring two in-office days where relevant
• Nice to have Previous exposure to either customer-facing or technical support positions
• Working knowledge of ITIL frameworks and associated methodologies
• Baseline understanding of networking basics, cloud platform concepts, and practical experience with ITSM software tools