Middle Application Support Specialist

hace 2 semanas

Guadalajara, México EPAM Systems A tiempo completo

We are seeking a dedicated** Middle Application Support Specialist**to join our team. This role focuses on providing exceptional technical support to our customers through various communication channels, ensuring the efficient resolution of issues and enhancing existing processes.

RESPONSIBILITIES
- Perform remote troubleshooting and reproduce customer issues in diverse environments
- Determine the most effective solution based on customer issue details
- Guide customers through the problem-solving process
- Maintain full ownership of clients' issues from initiation to resolution
- Develop, document, and enhance best practices and processes
- Log events and interactions in cases accurately
- Prioritize and action tasks promptly
- Monitor status and progress towards resolution of all open incidents
- Open and document bugs for further investigation by software engineering teams
- Propel cases forward and collaborate with other teams as needed
- Continually develop technical expertise and deepen product knowledge
- Abide by security guidelines, procedures and best practices

**REQUIREMENTS**:

- 2+ years of experience in IT Operations Support
- Demonstrated technical expertise including Linux administration skills
- Competency in reading and interpreting various logs (Linux, HTTP)
- Demonstrated ability to troubleshoot issues and explain investigations to both IT professionals and non-technical end users
- Critical thinking skills: capable of investigation, analysis, interpretation, evaluation, explanation, and problem-solving
- Outstanding client-facing skills with attention to detail
- Fluent in English at a B2+ level
- Excellent verbal and written communication skills, with a strong grasp of grammar and syntax
- Proficiency in documentation creation including articles, workflows, and procedures
- Ability to manage high work volumes within tight timelines
- Effective time management and prioritization skills
- Independent, self-directed learning capability
- Team player with strong relationship-building skills
- Highly motivated, multitasker and customer-oriented

NICE TO HAVE
- ITIL certification or experience with ITIL-based processes
- Knowledge of Javascript and Python (reading and understanding code)
- Experience with Gsuite products

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

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