We are seeking a motivated Service Desk Specialist to become part of our team.

In this position, you will develop skills and contribute to maintaining the smooth operations of our systems. As you gain experience, you will have opportunities to advance into L2/L3 roles. We invite you to apply and become an integral part of our supportive environment.

Responsibilities

• Monitor networks and applications to identify and address issues in a timely manner
• Address routine incidents and refer complex cases to L2/L3 support teams
• Leverage ticketing systems such as ServiceNow, Jira, and Zendesk to streamline workflows
• Collaborate with colleagues to ensure application performance aligns with availability targets
• Adhere to established ticket resolution guidelines and document solutions to build a team knowledge base
• Provide 24/7 coverage by participating in rotational shifts with equitable schedules

Requirements

• Understanding of network/application monitoring tools like Zabbix, Datadog, and Grafana
• Background in networking basics, including TCP/IP, DNS, DHCP, VPN, and VLANs
• Proficiency in English at a B2 level or higher to enable effective communication and collaboration
• Strong motivation to learn, grow, and collaborate in problem-solving scenarios
• Previous experience in a support role with an emphasis on customer service

Nice to have

• Familiarity with basic web and database issues, including HTTP codes, SQL query performance, and API errors
• Knowledge of Windows Server, Linux, and cloud platforms such as Amazon Web Services, Microsoft Azure, and Google Cloud Platform
• Competency in using ticketing systems and understanding IT Service Management principles
• Exposure to tools such as Amazon Web Services CloudWatch and real-time logging systems

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

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.

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