Junior Service Desk Specialist

hace 1 mes

Guadalajara, Jalisco, México Epam A tiempo completo


DESCRIPTION

Join EPAM as a Junior Service Desk Specialist.

In this role, you'll perform incident recording, classification, and initial triage, provide application support, and ensure effective resolution or escalation of requests.

If you are an expert in English, have experience with identity management through Active Directory, and possess strong verbal and written communication skills, we'd love to hear from you.

EPAM is a leading global provider of digital platform engineering and development services. We are committed to having a positive impact on our customers, our employees, and our communities. We embrace a dynamic and inclusive culture. Here you will collaborate with multi-national teams, contribute to a myriad of innovative projects that deliver the most creative and cutting-edge solutions, and have an opportunity to continuously learn and grow. No matter where you are located, you will join a dedicated, creative, and diverse community that will help you discover your fullest potential



Responsibilities
  • Perform incident recording, classification, and initial triage
  • Provide application support
  • Resolve or escalate requests to responsible parties
  • Monitor the status and progress toward resolution of all open incidents
  • Maintain affected users informed about progress
  • Resolve and recover incidents not assigned to resolution groups
  • Confirm resolution and close incidents
  • Identify potential trends and liaise with problem management where applicable
Requirements
  • Expert in English (B2/B2+ or C1)
  • Expert verbal and written communication skills in languages possessed
  • Experience with Identity management through Active Directory
  • Proven history using help desk ticketing system
  • Strong understanding of desktop components and desktop architecture
  • Expert using backup/recovery software for desktops
  • Expert building and repairing custom desktops
  • Experience with remote support tools
  • Highly skilled in desktop documentation (Confluence is a plus)
  • Experience dealing with incident troubleshooting and escalation procedures
  • Hands-on experience on TCP/IP routing and network protocols
  • Familiar with troubleshooting network issues, for wireless, LAN, and WAN
  • Hands-on experience on how DNS, DHCP, DFS, GPO plays in a desktop ecosystem
  • Experience with Windows 7,10
  • Experience with supporting Mac OS
  • Experience using software deployment tools
  • Comfortable working with A/V hardware and conference room setups (Control4 a plus)
  • Knowledge of video conferencing solutions such as Lifesize, Google Hangouts
We Offer
  • Career plan and real growth opportunities
  • Unlimited access to LinkedIn learning solutions
  • International Mobility Plan within 25 countries
  • Constant training, mentoring, online corporate courses, eLearning and more
  • English classes with a certified teacher
  • Support for employee's initiatives (Algorithms club, toastmasters, agile club and more)
  • Enjoyable working environment (Gaming room, napping area, amenities, events, sport teams and more)
  • Flexible work schedule and dress code
  • Collaborate in a multicultural environment and share best practices from around the globe
  • Hired directly by EPAM & 100% under payroll
  • Law benefits (IMSS, INFONAVIT, 25% vacation bonus)
  • Major medical expenses insurance: Life, Major medical expenses with dental & visual coverage (for the employee and direct family members)
  • 13 % employee savings fund, capped to the law limit
  • Grocery coupons
  • 30 days December bonus
  • Employee Stock Purchase Plan
  • 12 vacations days plus 4 floating days
  • Official Mexican holidays, plus 5 extra holidays (Maundry Thursday and Friday, November 2nd, December 24th & 31st)
  • Relocation bonus: transportation, 2 weeks of accommodation for you and your family and more
  • Monthly non-taxable amount for the electricity and internet bills
Conditions
  • By applying to our role, you are agreeing that your personal data may be used as in set out in EPAM ́s Privacy Notice and Policy

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