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Technical and Help desk support Specialist

EPAM Systems

EPAM Systems

This job is no longer accepting applications

See open jobs at EPAM Systems.See open jobs similar to "Technical and Help desk support Specialist" FinTech Australia.
IT, Customer Service
Georgia, USA
Posted 6+ months ago
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Technical and Help desk support Specialist Description

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.


#LI-DNI

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.

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This job is no longer accepting applications

See open jobs at EPAM Systems.See open jobs similar to "Technical and Help desk support Specialist" FinTech Australia.
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