We are looking for a Technical and Help desk support Specialist to strengthen our team in providing end-user support to EPAM’s clients.

This position offers remote setup with the flexibility to work from any location in Georgia, whether it's your home, a well-equipped office in Tbilisi or coworking spaces in Batumi and Kutaisi.

Responsibilities

• Act as a Single Point of Contact for incoming Events\Tickets by accepting, registering and prioritizing them while gathering additional details if necessary
• Conduct first-level troubleshooting and request fulfillment following predefined Runbooks, SOPs and Known Cases
• Engage in 24x7 proactive monitoring of various channels including JIRA/SNOW/ITDirect queues, Slack/MS Teams, Splunk dashboards and Outlook emails
• Reproduce alerts/issues where possible and perform initial log analysis as per defined check steps
• Escalate incidents in JIRA/SNOW to other Stream Core teams or assign to the proper queue
• Proactively detect and announce incidents
• Facilitate communication with users and Core teams via tickets, emails, messengers or calls to efficiently resolve open issues
• Assist in the collection of new known cases and in the review and improvement of project documentation and knowledge bases
• Deeply understand project KPIs and identify areas for improvement with a focus on SLA adherence
• Actively participate as a facilitator in bridge calls during major incidents to control timelines, manage necessary escalations and involve essential personnel, and collect summaries post-incident
• Participate in regular status sync-up calls both internally and with stakeholders

Requirements

• Basic understanding of support service aspects such as SLA, metrics, KPIs, distinguishing between Incident and Service Request, priority versus severity, initial troubleshooting, and escalation methods
• Novice level practical experience with JIRA or ServiceNow (SNOW)
• Familiarity with Kubernetes (K8s), GCP, Linux, Terraform, and Bash
• Strong communication skills, particularly effective during calls involving multiple parties and clients
• B2+ proficiency in written and spoken English

Nice to have

• General understanding of Software Development Life Cycle (SDLC), pipelines, and CI/CD processes
• Background in ITIL and ITSM
• Basic familiarity with public cloud technologies

We offer

• We connect like-minded people:
  • Delivering innovative solutions to industry leaders, making a global impact
  • Enjoyable working environment, whether it is the vibrant office or the comfort of your own home
  • Opportunity to work abroad for up to two months per year
  • Relocation opportunities within our offices in 50+ countries
  • Corporate and social events
• We invest in your growth:
  • Leadership development, career advising, soft skills and well-being programs
  • Certifications, including GCP, Azure and AWS
  • Unlimited access to LinkedIn Learning, Get Abstract, O'Reilly, Cloud Guru
  • Free English classes with certified teachers
• We cover it all:
  • Participation in the Employee Stock Purchase Plan
  • Monetary bonuses for engaging in the referral program
  • Comprehensive medical & family care package
  • Five trust days per year (sick leave without a medical certificate)
  • Benefits package (sports activities, a variety of stores and services)

EPAM Georgia is a team of innovators united by a passion for technology. The dynamic and inclusive culture we embrace helps positively impact our communities, clients, and employees. Here you will collaborate with multi-national teams, contribute to numerous cutting-edge projects, deliver the most creative solutions, and have an opportunity to learn. Our people are at the heart of our success, and we are proud to provide talents with a solid ground to develop and grow.