RESPONSIBILITIES
- Record, classify, and conduct initial triage of incidents
- Resolve requests or escalate them to the responsible parties as needed
- Monitor the status and progress of all open incidents to ensure timely resolution
- Keep users informed about the progress of their issues
- Resolve incidents that are not assigned to other resolution groups and recover services
- Confirm resolution and close incidents upon completion
- Detect potential trends and collaborate with problem management teams when applicable
- Update the Knowledge Base as necessary to reflect new findings and solutions
**REQUIREMENTS**:
- Bachelor's Degree in Computer Science or a related field
- At least 6 months of relevant work experience as a Support Engineer
- Excellent verbal and written communication skills
- Capable of handling high volumes of requests with stress resistance
- Strong problem-solving and research skills
- Outstanding client-facing skills
- Advanced troubleshooting and multi-tasking abilities
- Ability to work collaboratively in a team environment
- Capacity to maintain composure in challenging situations
- Good understanding of ITIL event and incident management processes
- Fluent in English, capable of a B2 level or higher for effective communication in international settings
NICE TO HAVE
- Experience with remote desktop support tools




- Familiarity with cloud-based technologies and platforms
- Previous experience in a multi-cultural or international support environment
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)
- Versátil 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

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