Service Desk Specialist
hace 2 meses
About the Role
We are seeking a highly skilled Junior Service Desk Specialist to join our team at EPAM. As a key member of our support team, you will be responsible for providing top-notch technical support to our clients.
Key Responsibilities
- Record, classify, and triage incidents in a timely and efficient manner
- Provide application support and 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
What 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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