Junior Service Desk Technician

Guadalajara, Mexico

Ranked as #12 on Forbes’ List of 25 Fastest Growing Public Tech Companies for 2017, EPAM is committed to providing our global team of over 24,000 people with inspiring careers from day one. EPAMers lead with passion and honesty, and think creatively. Our people are the source of our success and we value collaboration, try to always understand our customers’ business, and strive for the highest standards of excellence. No matter where you are located, you’ll join a dedicated, diverse community that will help you discover your fullest potential.

DESCRIPTION


You are curious, persistent, logical and clever – a true techie at heart. You enjoy living by the code of your craft and developing elegant solutions for complex problems. If this sounds like you, this could be the perfect opportunity to join EPAM as a Junior Service Desk Technician. Scroll down to learn more about the position’s responsibilities and requirements.

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 Base updates as required.

Requirements

  • Fluency in English is a MUST, Upper-Intermediate/Advanced level (B2/B2+ or C1);
  • 0 – 3 years of work experience;
  • Excellent verbal and written communication skills in languages possessed;
  • 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 team and think as a team;
  • Ability to stay cool-headed in tough situations;
  • Good knowledge in ITIL event and incident management processes (for Senior specialist);
  • 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;
  • Grocery coupons. Added to the monthly benefits once the probation period has been passed successfully.