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Technical and Help desk support Specialist

Remote:

Full Remote

Contract:

Full time

Experience:

Entry-level / graduate

Work from:

Kazakhstan

Offer summary

Qualifications:

Basic understanding of support services, Novice experience with JIRA or SNOW, Familiarity with Kubernetes, GCP, Linux, Terraform, Strong communication skills in English, General understanding of Software Development Life Cycle.

Key responsabilities:

Act as Single Point of Contact for tickets
Conduct first-level troubleshooting and fulfill requests
Engage in 24x7 proactive monitoring of various channels
Facilitate communication to resolve issues efficiently
Participate in bridge calls during major incidents

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 home
Opportunity to work abroad for up to two months per year
Relocation opportunities within our offices in 55+ 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
Discounts in local language schools, including online courses for the Kazakh language

We cover it all:

Participation in the Employee Stock Purchase Plan
Monetary bonuses for engaging in the referral program
Comprehensive medical & family care package
Six trust days per year (sick leave without a medical certificate)
Coverage of psychology sessions of your choice
Benefits package (sports activities, a variety of stores and services)

Unlock the potential of remote work in Kazakhstan, giving you the flexibility to work from home or access our offices in Astana, Almaty or Karaganda.

EPAM Kazakhstan is a team of technologists and innovators united by a passion for technology. Today, we operate across all cities with offices in Astana, Almaty, and Karaganda and work with the world's leading companies from different industries. In 2023, EPAM Kazakhstan received the Export Excellence Award at the esteemed Digital Bridge Awards, showcasing our commitment to excellence and innovation.