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описание
The team provides end-user support to EPAM’s clients, supporting more than 20 clients across Europe and around the globe in industries including Fintech, e-commerce, Retail, Travel, and Technology.
задачи
Register, categorize, and perform the initial triage of tickets
Resolve standard incidents and service requests using documented procedures
Escalate tickets to higher support levels when necessary
Process alerts, emails, and phone calls from users
Perform basic application health checks and monitoring activities
Communicate proactively with users and business representatives regarding ticket status
Identify gaps or outdated information in the Knowledge Base and suggest updates
Follow established support processes and ITIL-based practices
Assist with reports, ticket quality checks, and basic ticket analysis
Participate in internal team meetings, training sessions, and support process reviews
требования
English proficiency at B2 level or higher, with good verbal and written communication skills
Strong interest in starting or developing a career in IT support
Basic knowledge of Microsoft Windows and Microsoft Office Suite
Good analytical, problem-solving, and research skills
Willingness to learn new tools, applications, and technical concepts
Customer-oriented approach and good phone etiquette
Ability to work effectively in a team and communicate collaboratively
Personal responsibility, attention to detail, and a proactive attitude
Flexibility and adaptability in a changing work environment
Readiness to work non-standard shifts, including weekends, holidays, mornings, evenings, and nights
Будет плюсом: Previous experience in customer service, help desk, or technical support, education or training in IT, computer science, or a related field, basic understanding of ITIL or IT service management concepts, familiarity with basic networking concepts, exposure to ticketing, ITSM, monitoring, or knowledge management tools, experience working with support documentation or knowledge bases
условия
Shift-based schedule: Shift 1: 6:00 AM – 2:00 PM; Shift 2: 2:00 PM – 10:00 PM; Shift 3: 10:00 AM – 6:00 PM; Shift 4: 10:00 PM – 6:00 AM
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