**Responsibilities**
- Log, categorize, and initially assess incidents
- Address requests or direct them to appropriate teams if further intervention is needed
- Track and oversee the resolution progress of all active incidents to guarantee prompt service restoration
- Communicate regularly with users to update them on the status of their issues
- Handle and resolve incidents not earmarked for other specialized resolution teams
- Verify issue resolution and officially close incidents once resolved
- Identify recurring problems and work with problem management teams to strategize solutions
- Regularly update the Knowledge Base to incorporate new solutions and insights
**Requirements**:
- Bachelor’s Degree in Computer Science or a related discipline
- A minimum of 6 months of experience in a Support Engineer role
- Exceptional verbal and written communication capabilities
- Ability to manage a high volume of requests while remaining resilient under pressure
- Robust problem-solving and investigative abilities
- Excellent skills in client interaction and relationship management
- Proficient in troubleshooting and handling multiple tasks simultaneously
- Team-oriented with a collaborative approach to problem-solving
- Able to keep a level head in stressful or challenging situations
- Solid knowledge of ITIL protocols related to event and incident management
- Proficient in English, with a minimum of a B2 level for effective international communication
**Nice to have**
- Proficiency with tools for remote desktop support
- Knowledge of cloud technologies and platforms
- Experience working in a diverse or global support setting
**We offer**
- Career plan and real growth opportunities




- Unlimited access to LinkedIn learning solutions
- International Mobility Plan within 25 countries
- Constant training, mentoring, online corporate courses, eLearning and more
- English classes with a 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, 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
- 30 days December bonus
- Employee Stock Purchase Plan
- 12 vacations days plus 4 floating days
- Official Mexican holidays, plus 5 extra holidays (Maundry Thursday and Friday, November 2nd, December 24th & 31st)
- Relocation bonus: transportation, 2 weeks of accommodation for you and your family and more
EPAM is a leading general provider of digital platform engineering and development services. We are committed to having a positive impact on our customers, our employees, and our communities. We embrace a dynamic and inclusive culture. Here you will collaborate with multi-national teams, contribute to a myriad of innovative projects that deliver the most creative and cutting-edge solutions, and have an opportunity to continuously learn and grow. No matter where you are located, you will join a dedicated, creative, and diverse community that will help you discover your fullest potential.

📌 Junior Support Engineer (Guadalajara)
🏢 Epam Systems
📍 Guadalajara