Middle 2nd Line

hace 2 semanas

Guadalajara, México EPAM Systems A tiempo completo

RESPONSIBILITIES- Perform remote troubleshooting, reproduce customer issues in varying environments, and work cooperatively with customers to develop solutions- Identify the most effective resolutions based on customer-provided issue details- Guide customers through problem-solving processes- Take full ownership of client issues from initiation to resolution- Develop, document, and enhance best practices for process improvement- Log all events and interactions accordingly- Prioritize and action tasks according to urgency- Keep track of all open incidents' status and progress- Document bugs for software engineering teams' investigation- Drive case progression and engage other teams when necessary- Continuously develop technical expertise on products and deepen product knowledge- Comply with security guidelines, procedures, and best practices**REQUIREMENTS**:- 2+ years of experience in IT Operations Support- Proven technical skills in Linux administration- Ability to interpret various logs such as Linux and HTTP- Proven troubleshooting skills and ability to explain processes to both IT professionals and non-technical end-users- Proficiency in critical thinking: investigation, analysis, interpretation, evaluation, explanation, and problem-solving- Outstanding client-facing skills, attentive to details and capable of recognizing clients' needs vs. issues- Excellent verbal and written communication skills with proficient grammar and syntax- Strong experience in documentation (creating articles, workflows, procedures, etc.)- E-mail correspondence and phone etiquette proficiency- Ability to manage high work volumes within tight timeframes- Effective time management and prioritization skills- Capacity to learn independently and in a self-directed manner- Team player with the ability to build rapport- Highly motivated and capable of multitasking- Customer-oriented with a genuine interest in aiding customers- English fluency at B2+ levelNICE TO HAVE- ITIL certification or familiarity with ITIL-based processes- Knowledge of Javascript and Python for reading and understanding code- Experience with Gsuite productsWE 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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