Service Desk Specialist

hace 2 meses


Guadalajara, Jalisco, México Epam A tiempo completo

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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