support engineer in IT support

EPAM; United States; On-site; USD 42,000 - 60,000; Full time

Job summary

HireHi предоставляет службу поддержки конечных пользователей клиентам в США и по всему миру. Команда занимается регистрацией и категоризацией обращений, первичной эскалацией и решением инцидентов согласно документированным процедурам.

Кандидат должен обладать англ. языком не ниже B2, базовыми знаниями Windows и Office, аналитическими навыками и готовностью работать в команде. В обязательном порядке — гибкость по графику и стремление к обучению.

Qualifications

• Уровень английского не ниже B2 и хорошие устные/письменные навыки.
• Базовые знания Microsoft Windows и пакета Office.
• Развитые аналитические способности, умения решать задачи.
• Желание осваивать новые инструменты, понятия и процессы IT.

Responsibilities

• Register, categorize and perform initial triage of tickets.
• Resolve standard incidents and service requests per documented procedures.
• Escalate tickets to higher support levels when necessary.
• Process alerts, emails and calls from users; monitor basic health checks.
• Contribute to knowledge base updates and participate in team meetings.

Skills

English Proficiency

Analytical skills

Teamwork

Problem Solving

Communication

Education

IT/CS education

Tools

Windows

MS Office

Job description

Описание:

The team provides end-user support to EPAM’s clients, supporting more than 20 clients across Europe and around the globe in industries including Fintech, e-commerce, Retail, Travel, and Technology.

Задачи:

• 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activities Communicate proactively with users and business representatives regarding ticket status Identify gaps or outdated information in the Knowledge Base and suggest updates Follow established support processes and ITIL-based practices Assist with reports, ticket quality checks,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

Требования:

• 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 Будет плюсом: Previous experience in customer service, help desk, or technical support, education or training in IT, computer science, or a related field, basic understanding of ITIL or IT service management concepts, familiarity with basic networking concepts, exposure to ticketing, ITSM, monitoring, or knowledge management tools, experience working with support documentation or knowledge bases

Условия:

Shift-based schedule: Shift 1: 6:00 AM – 2:00 PM; Shift 2: 2:00 PM – 10:00 PM; Shift 3: 10:00 AM – 6:00 PM; Shift 4: 10:00 PM – 6:00 AM