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Technical and Help desk support Specialist

Remote:

Full Remote

Contract:

Full time

Experience:

Entry-level / graduate

Work from:

Georgia (country)

Offer summary

Qualifications:

Basic understanding of support service aspects, Novice experience with JIRA or ServiceNow, Familiarity with Kubernetes, GCP, Linux, B2+ proficiency in written and spoken English.

Key responsabilities:

Act as Single Point of Contact for tickets
Conduct first-level troubleshooting and request fulfillment
Engage in proactive monitoring of various channels
Facilitate communication with users to resolve issues
Participate in regular status sync-up calls

EPAM Systems Information Technology & Services XLarge https://www.epam.com/

10001 Employees

See more EPAM Systems offers

Job description

Your missions

We are looking for a Technical and Help desk support Specialist to strengthen our team in providing end-user support to EPAM’s clients.

Responsibilities

Act as a Single Point of Contact for incoming Events\Tickets by accepting, registering and prioritizing them while gathering additional details if necessary
Conduct first-level troubleshooting and request fulfillment following predefined Runbooks, SOPs and Known Cases
Engage in 24x7 proactive monitoring of various channels including JIRA/SNOW/ITDirect queues, Slack/MS Teams, Splunk dashboards and Outlook emails
Reproduce alerts/issues where possible and perform initial log analysis as per defined check steps
Escalate incidents in JIRA/SNOW to other Stream Core teams or assign to the proper queue
Proactively detect and announce incidents
Facilitate communication with users and Core teams via tickets, emails, messengers or calls to efficiently resolve open issues
Assist in the collection of new known cases and in the review and improvement of project documentation and knowledge bases
Deeply understand project KPIs and identify areas for improvement with a focus on SLA adherence
Actively participate as a facilitator in bridge calls during major incidents to control timelines, manage necessary escalations and involve essential personnel, and collect summaries post-incident
Participate in regular status sync-up calls both internally and with stakeholders

Requirements

Basic understanding of support service aspects such as SLA, metrics, KPIs, distinguishing between Incident and Service Request, priority versus severity, initial troubleshooting, and escalation methods
Novice level practical experience with JIRA or ServiceNow (SNOW)
Familiarity with Kubernetes (K8s), GCP, Linux, Terraform, and Bash
Strong communication skills, particularly effective during calls involving multiple parties and clients
B2+ proficiency in written and spoken English

Nice to have

General understanding of Software Development Life Cycle (SDLC), pipelines, and CI/CD processes
Background in ITIL and ITSM
Basic familiarity with public cloud technologies

We offer

We connect like-minded people

Delivering innovative solutions to industry leaders, making a global impact
Enjoyable working environment, whether it is the vibrant office or the comfort of your own home
Opportunity to work abroad for up to two months per year
Relocation opportunities within our offices in 50+ countries
Corporate and social events

We invest in your growth

Leadership development, career advising, soft skills and well-being programs
Certifications, including GCP, Azure and AWS
Unlimited access to LinkedIn Learning, Get Abstract, O'Reilly, Cloud Guru
Free English classes with certified teachers

We cover it all

Participation in the Employee Stock Purchase Plan
Monetary bonuses for engaging in the referral program
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)

Experience the freedom of remote work from anywhere in Georgia, whether it's the comfort of your home or our modern office in Tbilisi and coworking spaces in Batumi and Kutaisi.

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.