Junior Support Engineer (Shift-Based incl. Evening/Night Rotations)

EPAM Systems

United States

On-site

USD 40,000 - 60,000

Full time

5 days ago

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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Identify gaps or outdated information in the Knowledge Base and suggest updates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

We are looking for a Junior Support Specialist to join our team and provide end-user support to EPAM’s clients. Our team supports more than 20 clients across Europe and around the globe in industries including Fintech, e-commerce, Retail, Travel, Technology, and more. As part of the support team, you will act as a first point of contact for user requests and questions related to supported applications and systems. This is a great opportunity for someone who is starting a career in IT support and would like to develop their technical, analytical, and customer service skills in a collaborative environment. You will receive guidance and support from more experienced team members while learning how to analyze, diagnose, and resolve support tickets and incidents. These may range from straightforward user questions to more complex technical issues. Previous professional IT support experience is not required. We welcome motivated candidates who are eager to learn and grow in a technical support role.

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

Requirements

English proficiency at B2 level or higher, with good verbal and written communication skills
Strong interest in starting or developing a career in IT support
Basic knowledge of Microsoft Windows and Microsoft Office Suite
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

Shift