Junior/Middle Service Desk Technicians

Minsk, Belarus

Striving for excellence is in our DNA. Since 1993, we have been helping the world’s leading companies imagine, design, engineer, and deliver software and digital experiences that change the world. We are more than just specialists, we are experts.

DESCRIPTION


Currently we are looking for two Junior/Middle Service Desk Technicians for our Minsk office to join the Application and Cloud Management Service Desk team and make it even stronger.

We are seeking Service Desk Technicians to join our geo-distributed team in providing end-user support to EPAM’s clients. Currently we support more than 20 clients across the globe, representing Healthcare, eCommerce, Retail, Travel, Technology and other industries. Our team acts as a single point of contact for user requests and queries related to the applications and systems supported.

As a Service Desk Technician, you will undertake analysis, diagnosis and resolution of incidents, which may range from straightforward questions to more complicated technical issues using ITIL best practices and a wide range of ticketing tools. The role also involves the initial processing of all types of service requests, proactive communication with business, and knowledge base updates.

Responsibilities

  • Incident recording, classification, initial diagnosis;
  • Request resolution or escalation to responsible parties;
  • Monitoring the status and progress toward resolution of all open incidents;
  • Keeping affected users informed about progress;
  • Resolution and recovery of incidents not assigned to resolution groups;
  • Resolution confirmation and closure of incidents;
  • Detecting potential trends and liaising with problem management where applicable;
  • Knowledge Base updates as required.

Requirements

  • Good command of English is a must (Intermediate+ (B1+)/Upper-Intermediate+ (B2+) and higher level);
  • Upper-Intermediate+ (B2+) and higher level of German:
    • OR.
  • Upper-Intermediate (B2)/Upper-Intermediate+ (B2+) and higher level of Spanish:
    • OR.
  • Upper-Intermediate+ (B2+) and higher level of German plus Upper-Intermediate (B2)/Upper-Intermediate+ (B2+) and higher level of Spanish;
  • Excellent verbal and written communication skills in both languages;
  • Good in e-mail correspondence and phone etiquette;
  • Stress-resistance, and ability to handle high volumes of requests;
  • Strong problem solving and research skills;
  • Outstanding client-facing skills;
  • Advanced troubleshooting and multi-tasking skills;
  • Ability to work in a team and think as a team;
  • Ability to stay cool-headed in tough situations;
  • Good knowledge in ITIL event and incident management processes;
  • Personal skills: motivated, quick learner, organized and responsible;
  • Experience working in Call Centre (for a Middle specialist).

We offer

  • Working schedule: 24/7 mode with 8h shifts (3-4 night shifts per month);
  • Experience exchange with colleagues all around the world;
  • Competitive compensation depending on experience and skills;
  • Regular assessments and salary reviews;
  • Social package: medical care, sports, family care;
  • Free English classes;
  • Opportunities for self-realization;
  • Friendly team and enjoyable working environment;
  • Flexible working schedule;
  • Corporate and social events.