[Hiring] Support Engineer @EPAM Systems

Role Description

Currently, we are looking for a Support Specialist to join our team in providing end-user support to EPAM's clients. We support more than 20 clients across Europe and the globe, representing Fintech, e-commerce, Retail, Travel, Technology, and other industries. Our team acts as a single point of contact for user requests and queries related to the applications and systems supported.

As a Support Specialist, you will undertake analysis, diagnosis, and resolution of tickets/incidents, which may range from straightforward questions to more complicated technical issues, using ITIL best practices and a wide range of ticketing tools. The role also involves the initial processing of all types of service requests, proactive communication with businesses, and knowledge base updates.

• Register, classify, and perform initial triage of tickets, resolve / escalate tickets to a higher support levels as necessary
• Process alerts, e-mails, and phone calls
• Monitor and support application health checks
• Identify and further escalate the gaps in the Knowledge Base, update it
• Perform other support-related activities: assist with reporting and tickets quality check, analyze tickets, participate in support processes reviews, attend internal team meetings

Qualifications

• Fluent in English (B2 or higher), excellent verbal and written skills, strong phone etiquette
• Strong analytical and research skills, proactive approach to tasks and issues
• Ability to work effectively in a team and think collaboratively, strong sense of personal responsibility and accountability, high stress resistance, and adaptability to changing conditions
• Intermediate or higher knowledge of MS Windows and Office Suite
• Readiness to work non-standard shifts (weekends, holidays, mornings/evenings/nights)

Requirements

• Previous experience in customer and/or technical support (nice to have)
• ITIL knowledge (nice to have)
• Basic networking concepts, cloud platform awareness, ITSM tools usage experience (nice to have)