Service Desk Technician

Guadalajara, Mexico

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 a Senior Service Desk Technician for our Guadalajara office to make the team even stronger.

Responsibilities

  • Incident recording, classification, initial triage;
  • 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 of Base updates as required.

Requirements

  • Fluent in English is a MUST, Upper-Intermediate/Upper-Intermediate+ or Advanced (B2/B2+ or C1);
  • Excellent verbal and written communication skills in languages;
  • Good at 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 of ITIL event and incident management processes;
  • Personal skills: motivated, quick learner, organized and responsible.

Nice to have

  • Any SysAdmin related background/technical skills.

We offer

  • Career plan and real growth opportunities in the company;
  • Hired directly by EPAM;
  • 100% under payroll;
  • Law benefits (IMSS, INFONAVIT, 15 days December, bonus, 25% vacation bonus, Mexican holidays plus December the 24th and 31st);
  • Major medical expenses insurance;
  • Dental insurance;
  • Life insurance;
  • 13 % employee savings fund;
  • Vacations starting with 10 days plus 2 floating days;
  • 30 days leave for the following purposes: maternity leave/adoption;
  • 5 days for regular paternity leave or adoption;
  • Constant training and certifications;
  • Flexible work schedule;
  • Relaxed dress code;
  • Mobility plan with our other sites (25 countries);
  • Relocation plan within México.