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Junior Service Desk Technician

  • Guadalajara, Mexico
  • hot
Job #: 43413
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.


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.


  • Serve as the first point of contact for customers seeking technical assistance over the phone, email or chat
  • Perform remote troubleshooting through diagnostic techniques and pertinent questions
  • Determine the best solution based on the issue and details provided by customers
  • Walk the customer through the problem-solving process
  • Direct unresolved issues to the next level of support personnel
  • Provide accurate information on IT products or services
  • Record events and problems and their resolution in logs
  • Pass on any feedback or suggestions by customers to the appropriate internal team
  • Monitor the status and progress toward resolution of all open incidents
  • Be responsible for resolution confirmation and closure of incidents
  • Update knowledge base when required
  • Adheres to product specific guidelines, procedures, and best practices


  • Fluent in English is a MUST, B2/B2+
  • 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
  • Problem solving and research skills
  • Outstanding client-facing skills
  • Ability to work in team and think as a team
  • Personal skills: motivated, quick learner, organized and responsible
  • Customer-oriented and cool-tempered

Nice to have

  • Knowledge of products, customer service policies and procedures
  • Ability to influence others to achieve results; negotiation skills
  • Ability to prioritize projects and/or deliverables
  • Ability to articulate and simplify customer issues and solutions
  • 1+ years of related experience

We offer

  • Career plan and real growth opportunities
  • International Mobility Plan within 25 countries
  • Constant training, mentoring, online corporate courses, eLearning and more
  • English classes with 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, 15 days December bonus, 25% vacation bonus)
  • Personal insurance: Life, Major medical expenses with dental & visual coverage
  • 13 % employee savings fund
  • Grocery coupons (added to the monthly benefits once the probation period has been passed)
  • 10 vacations days plus 2 floating days
  • Official Mexican holidays, plus two extra holidays (December 24th & 31st)
  • Relocation bonus: transportation, 2 weeks of accommodation for you and your family and more

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