Join EPAM as a Junior Service Desk Specialist.

In this role, you'll perform incident recording, classification, and initial triage, provide application support, and ensure effective resolution or escalation of requests.

If you are an expert in English, have experience with identity management through Active Directory, and possess strong verbal and written communication skills, we'd love to hear from you.

EPAM is a leading global provider of digital platform engineering and development services. We are committed to having a positive impact on our customers, our employees, and our communities. We embrace a dynamic and inclusive culture. Here you will collaborate with multi-national teams, contribute to a myriad of innovative projects that deliver the most creative and cutting-edge solutions, and have an opportunity to continuously learn and grow. No matter where you are located, you will join a dedicated, creative, and diverse community that will help you discover your fullest potential.

Responsibilities

Perform incident recording, classification, and initial triage
Provide application support
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

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
Monthly non-taxable amount for the electricity and internet bills