Junior Support Specialist

EPAM·Mexico·Удалённо, Офис·2д. назад

We are seeking a Junior Support Specialist to provide responsive end-user support and act as a single point of contact for client requests across supported applications and systems. You will triage and resolve incidents using ITIL-aligned practices, maintain clear communication, and help improve support knowledge; apply now to join the team.

Responsibilities

Register tickets and classify requests according to established support processes
Perform initial triage and resolve incidents or escalate to higher support levels when needed
Process alerts, emails, and phone calls and respond within agreed timelines
Analyze issues and complete diagnosis to identify the best path to resolution
Monitor application health checks and provide operational support
Communicate proactively with users and stakeholders on status, next steps, and expected resolution times
Identify knowledge base gaps and update articles to improve self-service and future resolutions
Assist with reporting and support metrics as requested
Conduct ticket quality checks and contribute to continuous improvement actions
Participate in support process reviews and attend internal team meetings

Requirements

Support experience 1+ years in user support, service desk, or a similar role
Strong communication skills with professional phone etiquette
Teamwork mindset and ability to collaborate effectively with others
Personal accountability and ownership of assigned tickets
Analytical skills to research issues, diagnose root causes, and propose solutions
MS Windows knowledge at intermediate level or higher
MS Office Suite knowledge at intermediate level or higher
Schedule flexibility for non-standard shifts including weekends, holidays, and mornings/evenings
Hybrid work readiness for an in-office schedule when applicable
English proficiency B2 (Upper-Intermediate) with strong spoken and written communication