We are seeking a dedicated and detail-oriented Service Desk Specialist to join our team and provide exceptional technical support in a dynamic 24/7 environment. As part of our Service Desk team, you will monitor network and application systems, resolve and escalate incidents, and collaborate with cross-functional teams to ensure seamless operations and availability.

Join us to leverage your problem-solving skills and technical expertise as a vital member of our Service Desk team!

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

Responsibilities

• Monitor network devices, system infrastructure, and applications using tools like SolarWinds, Grafana, and Zabbix
• Identify performance issues, connectivity failures, and abnormal behaviors in systems or applications
• Perform initial troubleshooting for network latency, packet loss, slow response times, or high system resource usage
• Resolve common incidents related to networking, system operations, and applications, escalating complex issues to L2/L3 teams
• Manage incident ticketing and documentation using platforms like ServiceNow, Jira, or Zendesk
• Provide clear and effective communication to stakeholders, documenting troubleshooting steps and resolutions
• Collaborate with cross-functional teams to meet application availability targets and resolve outages
• Work in a 24/7 NOC environment with rotational shifts, ensuring continuous operational support
• Stay updated on monitoring tools, IT processes, and industry best practices to improve troubleshooting capabilities
• Foster strong cross-team communication to handle outages, set resolution expectations, and ensure quick diagnostic escalation

Requirements

• 2+ years of experience with network and application monitoring tools like SolarWinds, Zabbix, Grafana
• Knowledge of Windows Server, Linux, and cloud platforms such as AWS, Azure, GCP
• Familiarity with networking fundamentals including TCP/IP, DNS, DHCP, VPN, VLANs
• Proficiency in ITSM/ticketing platforms like ServiceNow, Jira, Zendesk
• Understanding of application errors and performance, including HTTP codes, SQL queries, API issues
• Skills in basic troubleshooting of network, application, and system issues in a fast-paced environment
• Capability to recognize recurring incident patterns and provide detailed diagnostic information for escalation
• Flexibility to work rotational shifts in a 24/7 operational environment
• Strong written and verbal communication skills, with proficiency in English at a B2 level or higher

Nice to have

• Familiarity with advanced monitoring tools such as New Relic, Datadog, CloudWatch, Azure Monitor
• Showcase of resourcefulness in using knowledge bases, vendor documentation, and forums for issue resolution
• Background in collaborating with cross-functional IT teams, including security and application specialists
• Experience in a global service desk or NOC supporting enterprise-level environments

We offer

• We connect like-minded people:
  • Delivering innovative solutions to industry leaders, making a global impact
  • Corporate and social events
  • Enjoyable working environment
• We invest in your growth:
  • Leadership development, career advising, soft skills and well-being programs
  • Unlimited access to LinkedIn Learning and Get Abstract
  • Free English classes with certified teachers
• We cover it all:
  • Participation in the Employee Stock Purchase Plan
  • 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.