[Hiring] Junior Support Engineer @EPAM Systems

Role 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.

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• Identify gaps or outdated information in the Knowledge Base and suggest updates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

Qualifications

• 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

Requirements

• 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

Nice to have

• 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