Junior IT Support Engineer – Global Client Helpdesk

EPAM Systems; United States; Remote; USD 40,000 - 60,000; Full time

Job summary

EPAM Systems Inc. is seeking a Junior Support Specialist to provide end-user support for clients globally. You’ll triage, diagnose, and resolve tickets, escalating where needed, while learning ITIL-aligned processes in a collaborative team.

This entry-level role focuses on developing technical and customer service skills with guidance from senior team members. You’ll work with Windows and Microsoft Office, communicate clearly with users, and participate in ongoing training.

Qualifications

• English proficiency at B2 level or higher with good verbal and written communication skills.
• Basic knowledge of Microsoft Windows and Microsoft Office Suite
• Strong interest in starting or developing a career in IT support
• Good analytical, problem-solving, and research skills
• Willingness to learn new tools, applications, and technical concepts
• Customer-oriented approach and good phone etiquette
• Ability to work effectively in a team and communicate collaboratively
• Personal responsibility, attention to detail, and a proactive attitude
• Flexibility and adaptability in a changing work environment
• Readiness to work non-standard shifts, including weekends, holidays, mornings, evenings, and nights

Responsibilities

• Register, categorize, and perform the initial triage of tickets
• Resolve standard incidents and service requests using documented procedures
• Escalate tickets to higher support levels when necessary
• Process alerts, emails, and phone calls from users
• Perform basic application health checks and monitoring activities
• Communicate proactively with users and business representatives regarding ticket status
• Identify gaps or outdated information in the Knowledge Base and suggest updates
• Follow established support processes and ITIL-based practices
• Assist with reports, ticket quality checks, and basic ticket analysis
• Participate in internal team meetings, training sessions, and support process reviews

Skills

Windows

Microsoft Office

English B2+

Analytical skills

Problem solving

Teamwork

Willingness to learn

Education

Education or IT training (nice to have)

Tools

ITIL knowledge

Ticketing systems

Monitoring basics

Job description

EPAM Systems Inc. is seeking a Junior Support Specialist to provide end-user support for clients globally. You’ll triage, diagnose, and resolve tickets, escalating where needed, while learning ITIL-aligned processes in a collaborative team.

This entry-level role focuses on developing technical and customer service skills with guidance from senior team members. You’ll work with Windows and Microsoft Office, communicate clearly with users, and participate in ongoing training.