Support Engineer (Shift-Based incl. Evening/Night Rotations)
Currently, we are looking for a Support Specialist to join our team in providing end-user support to EPAM's clients. We support more than 20 clients across Europe and the globe, representing Fintech, e-commerce, Retail, Travel, Technology, and other industries. Our team acts as a single point of contact for user requests and queries related to the applications and systems supported.
As a Support Specialist, you will undertake analysis, diagnosis, and resolution of tickets/incidents, which may range from straightforward questions to more complicated technical issues, using ITIL best practices and a wide range of ticketing tools. The role also involves the initial processing of all types of service requests, proactive communication with businesses, and knowledge base updates.
Responsibilities
- Register, classify, and perform initial triage of tickets, resolve / escalate tickets to a higher support levels as necessary
- Process alerts, e-mails, and phone calls
- Monitor and support application health checks
- Identify and further escalate the gaps in the Knowledge Base, update it
- Perform other support-related activities: assist with reporting and tickets quality check, analyze tickets, participate in support processes reviews, attend internal team meetings
Requirements
- Fluent in English (B2 or higher), excellent verbal and written skills, strong phone etiquette
- Strong analytical and research skills, proactive approach to tasks and issues
- Ability to work effectively in a team and think collaboratively, strong sense of personal responsibility and accountability, high stress resistance, and adaptability to changing conditions
- Intermediate or higher knowledge of MS Windows and Office Suite
- Readiness to work non-standard shifts (weekends, holidays, mornings/evenings/nights)
Nice to have
- Previous experience in customer and/or technical support
- ITIL knowledge
- Basic networking concepts, cloud platform awareness, ITSM tools usage experience
