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Technical and Help desk support Specialist Kazakhstan or Remote

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Technical and Help desk support Specialist Description

We are looking for a Technical and Help desk support Specialist to strengthen our team in providing end-user support to EPAM’s clients.

This position offers remote setup with the flexibility to work from any location in Kazakhstan, whether it's your home or well-equipped offices in Astana, Almaty or Karaganda.


#LI-DNI

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)

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.

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