Service Desk Support Specialist

hace 4 semanas


Guadalajara, Jalisco, México Epam A tiempo completo

Job Description

We are seeking a skilled Junior Service Desk Specialist to join our team at EPAM.

In this role, you will be responsible for performing incident recording, classification, and initial triage, providing application support, and ensuring effective resolution or escalation of requests.

As a Service Desk Specialist, you will work closely with our customers to understand their needs and provide timely and effective solutions.

Key responsibilities include:

  • Performing incident recording, classification, and initial triage
  • Providing application support
  • Resolving or escalating requests to responsible parties
  • Monitoring the status and progress toward resolution of all open incidents
  • Maintaining affected users informed about progress
  • Resolving and recovering incidents not assigned to resolution groups
  • Confirming resolution and closing incidents
  • Identifying potential trends and liaising 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 employees 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 & % 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


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