Junior Support Engineer
hace 2 semanas
RESPONSIBILITIES- Record, classify, and conduct initial triage of incidents- Resolve requests or escalate them to the responsible parties as needed- Monitor the status and progress of all open incidents to ensure timely resolution- Keep users informed about the progress of their issues- Resolve incidents that are not assigned to other resolution groups and recover services- Confirm resolution and close incidents upon completion- Detect potential trends and collaborate with problem management teams when applicable- Update the Knowledge Base as necessary to reflect new findings and solutions**REQUIREMENTS**:- Bachelor's Degree in Computer Science or a related field- At least 6 months of relevant work experience as a Support Engineer- Excellent verbal and written communication skills- Capable of handling high volumes of requests with stress resistance- Strong problem-solving and research skills- Outstanding client-facing skills- Advanced troubleshooting and multi-tasking abilities- Ability to work collaboratively in a team environment- Capacity to maintain composure in challenging situations- Good understanding of ITIL event and incident management processes- Fluent in English, capable of a B2 level or higher for effective communication in international settingsNICE TO HAVE- Experience with remote desktop support tools- Familiarity with cloud-based technologies and platforms- Previous experience in a multi-cultural or international support environmentWE 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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Junior Support Engineer
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