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Application Support Engineer

  • Mexico City, Mexico
  • hot
Job #: 44427
Ranked as #12 on Forbes’ List of 25 Fastest Growing Public Tech Companies for 2017, EPAM is committed to providing our global team of 25,900+ EPAMers with inspiring careers from day one. EPAMers lead with passion and honesty, and think creatively. Our people are the source of our success and we value collaboration, try to always understand our customers’ business, and strive for the highest standards of excellence. No matter where you are located, you’ll join a dedicated, diverse community that will help you discover your fullest potential.

DESCRIPTION



You are curious, persistent, logical and clever – a true techie at heart. You enjoy living by the code of your craft and developing elegant solutions for complex problems. If this sounds like you, this could be the perfect opportunity to join EPAM as a APPLICATION SUPPORT ENGINEER. Scroll down to learn more about the position’s responsibilities and requirements.

Responsibilities

  • First point of contact for customers seeking technical support via phone, email or chat
  • Perform remote and hands on troubleshooting, reproducing customer issues in different environments
  • Determine the best solution based on the issue and details provided by customers
  • Walk the customer through the problem-solving process
  • Full Ownership of clients’ issues from beginning to completion, ensuring effective technical resolution for the customers
  • Develop and document best practices to enhance already existing processes
  • Record events and interactions in the case
  • Make sure to action and prioritize their tasks in a timely manner
  • Monitor the status and progress toward resolution of all open incidents
  • Opens and documents bugs for investigation in Software Engineering Teams
  • Responsible for driving cases forward and making sure to engage other teams if necessary
  • Develops technical expertise over the products, and constantly seeks to deepen the knowledge
  • Adherence to security guidelines, procedures, processes, product documentation and best practices

Requirements

  • At least 3 years of experience in IT Operations Support
  • Demonstrated experience troubleshooting and explaining investigation to IT people and end users(non-technical)
  • Critical Thinking: Investigation, analysis, interpretation, evaluation, explanation, and problem-solving skills
  • Outstanding client-facing skills. Pays attention to details and has an ability to differentiate between clients’ needs and issues
  • Fluent in English. Must be above B2+
  • Excellent verbal and written communication skills. Proficient grammar and syntax
  • Strong experience in documentation in languages possessed (creating articles, workflows, procedures, etc.)
  • Good in e-mail correspondence and phone etiquette
  • Ability to work with high volumes and short timeframes
  • Time management skills knows how and what to prioritize
  • Independent, self-directed learner
  • Works well in a team, has an ability to build rapport with others
  • Highly motivated and multitasking
  • Customer oriented. Genuine interest in helping others, becoming the customer’s advocate when lending support

Nice to have

  • Experience and knowledge of enterprise security, including user/identity management, protocols, concepts, integration with cloud service providers, integrations with content partners, and APIS
  • ITIL certification, or experience working with ITIL based processes
  • Knowledge in Javascript and Python
  • Experience in Gsuite products
  • Familiarity with web and mail protocols (HTTP, TLS, SMTP, etc.)
  • Ability to influence others to achieve results

We offer

  • Career plan and real growth opportunities
  • International Mobility Plan within 25 countries
  • Constant training, mentoring, online corporate courses, eLearning and more
  • English classes with certified teacher
  • Support for employee’s initiatives (Algorithms club, toastmasters, agile club and more)
  • Enjoyable working environment (Gaming room, napping area, amenities, events, sport teams and more.)
  • Flexible work schedule and dress code
  • Collaborate in a multicultural environment and share best practices from around the globe
  • Hired directly by EPAM & 100% under payroll
  • Law benefits (IMSS, INFONAVIT, 15 days December bonus, 25% vacation bonus)
  • Major medical expenses insurance: Life, Major medical expenses with dental & visual coverage. (For the employee and direct family members)
  • 13 % employee savings fund, capped to the law limit
  • Grocery coupons
  • 10 vacations days plus 2 floating days
  • Official Mexican holidays, plus two extra holidays (December 24th & 31st)
  • Relocation bonus: transportation, 2 weeks of accommodation for you and your family and more

Equal Employment Opportunity

EPAM Systems, Inc. is an equal opportunity employer.  We recognize the value of diversity and inclusion in creating success for our customers, business partners, shareholders, employees and communities. We are committed to recruiting, hiring, developing and promoting employees without discrimination. As a global employer, this commitment includes complying with all laws in the countries in which we operate. Nevertheless, we believe equal employment practices should not be limited to what the law requires. Equal opportunity and inclusion are essential to motivate, empower and recognize the best in everyone.

At EPAM, employment actions are based on individual qualifications, without regard to race, color, religion, creed, gender, pregnancy status, sexual orientation, gender identity, gender expression, marital or familial status, national origin, ancestry, genetics, age, disability status, veteran status, citizenship status when otherwise legally able to work, or any other characteristic protected by law.

Pay Transparency Non-Discrimination Provision

EPAM will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)

Affirmative Action Obligations as a U.S. Government Federal Contractor

As a U.S. federal government contractor, EPAM is committed to meet its affirmative action obligations to make good faith efforts to expand the recruiting pool of women, minorities, individuals with disabilities, and protected veterans through outreach, targeted recruitment, training opportunities and other activities. We affirm this commitment annually in EPAM’s Affirmative Action Plans. The full text of our Affirmative Action Plan for Persons with a Disability and Protected Veterans is available for inspection in the People Operations Department during normal business hours. Email the People Operations Department to schedule an appointment.

Accessibility for Applicants with Disabilities

EPAM is committed to working with and providing reasonable accommodation to individuals with disabilities. If you require an accommodation at any stage of the employment application process, please send an email to the People Operations Department including your name, a detailed description of your requested accommodation, and the best method to contact you. If you have already reviewed a job posting or submitted an application for a job, please include the requisition number. We will assist you and make a determination on your accommodation request on a case-by-case basis.

EEO is the Law. Applicants to and employees of EPAM Systems Inc., are protected under Federal law from discrimination.

EPAM Systems, Inc. participates in eVerify.

Background investigations are required for all new hires as a condition of employment, after the job offer is made. Employment will not begin until EPAM Systems receives and approves the results of the background check.

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