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Service Desk Technician

Guadalajara, Mexico

Ranked as #12 on Forbes’ List of 25 Fastest Growing Public Tech Companies for 2017, EPAM is committed to providing our global team of over 24,000 people with inspiring careers from day one. EPAMers lead with passion and honesty, and think creatively. Our people are the source of our success and we value collaboration, try to always understand our customers’ business, and strive for the highest standards of excellence. No matter where you are located, you’ll join a dedicated, diverse community that will help you discover your fullest potential.

DESCRIPTION


You are curious, persistent, logical and clever – a true techie at heart. You enjoy living by the code of your craft and developing elegant solutions for complex problems. If this sounds like you, this could be the perfect opportunity to join EPAM as a Service Desk Technician. Scroll down to learn more about the position’s responsibilities and requirements.

We are looking for a Service Desk Technician to join our geo-distributed team in providing end-user support to EPAM’s clients. Currently we support more than 20 clients across the globe, representing Healthcare, e-commerce, Retail, Travel, Technology and other industries. Our team acts as a single point of contact for user requests and queries related to the applications and systems supported.

As a Service Desk Technician, you will undertake analysis, diagnosis and resolution of incidents, which may range from straightforward questions to more complicated technical issues using ITIL best practices and a wide range of ticketing tools. The role also involves the initial processing of all types of service requests, proactive communication with business, and knowledge base updates.

Responsibilities

  • Incident recording, classification, initial triage;
  • Request resolution or escalation to responsible parties;
  • Monitoring the status and progress toward resolution of all open incidents;
  • Keeping affected users informed about progress;
  • Resolution and recovery of incidents not assigned to resolution groups;
  • Resolution confirmation and closure of incidents;
  • Detecting potential trends and liaising with problem management where applicable;
  • Knowledge Base updates as required.

Requirements

  • Fluent in two foreign languages (English is a MUST, B2/B2+ or C1);
  • Excellent verbal and written communication skills in languages possessed;
  • Good in e-mail correspondence and phone etiquette;
  • Stress-resistance and ability to handle high volumes of requests;
  • Strong problem solving and research skills;
  • Outstanding client-facing skills;
  • Advanced troubleshooting and multi-tasking skills;
  • Ability to work in team and think as a team;
  • Ability to stay cool-headed in tough situations;
  • Good knowledge in ITIL event and incident management processes;
  • Personal skills: motivated, quick learner, organized and responsible.

We offer

  • Career plan and real growth opportunities;
  • International Mobility Plan within 25 countries;
  • Constant training, mentoring, online corporate courses, eLearning and more;
  • English classes with 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, 15 days December bonus, 25% vacation bonus);
  • Personal insurance: Life, Major medical expenses with dental & visual coverage;
  • 13 % employee savings fund;
  • Grocery coupons (added to the monthly benefits once the probation period has been passed);
  • 10 vacations days plus 2 floating days;
  • Official Mexican holidays, plus two extra holidays (December 24th & 31st);
  • Relocation bonus: transportation, 2 weeks of accommodation for you and your family and more.