**Responsibilities**
- Perform remote troubleshooting, reproduce customer issues in varying environments, and work cooperatively with customers to develop solutions
- Identify the most effective resolutions based on customer-provided issue details
- Guide customers through problem-solving processes
- Take full ownership of client issues from initiation to resolution
- Develop, document, and enhance best practices for process improvement
- Log all events and interactions accordingly
- Prioritize and action tasks according to urgency
- Keep track of all open incidents' status and progress
- Document bugs for software engineering teams' investigation
- Drive case progression and engage other teams when necessary
- Continuously develop technical expertise on products and deepen product knowledge
- Comply with security guidelines, procedures, and best practices
**Requirements**:
- 2+ years of experience in IT Operations Support
- Proven technical skills in Linux administration
- Ability to interpret various logs such as Linux and HTTP
- Proven troubleshooting skills and ability to explain processes to both IT professionals and non-technical end-users
- Proficiency in critical thinking: investigation, analysis, interpretation, evaluation, explanation, and problem-solving
- Outstanding client-facing skills, attentive to details and capable of recognizing clients' needs vs. issues
- Excellent verbal and written communication skills with proficient grammar and syntax
- Strong experience in documentation (creating articles, workflows, procedures, etc.)
- E-mail correspondence and phone etiquette proficiency
- Ability to manage high work volumes within tight timeframes
- Effective time management and prioritization skills
- Capacity to learn independently and in a self-directed manner
- Team player with the ability to build rapport
- Highly motivated and capable of multitasking
- Customer-oriented with a genuine interest in aiding customers




- English fluency at B2+ level
**Nice to have**
- ITIL certification or familiarity with ITIL-based processes
- Knowledge of Javascript and Python for reading and understanding code
- Experience with Gsuite products
**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 integral 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.

📌 Middle 2nd Line / Environments Support Engineer (Guadalajara)
🏢 Epam Systems
📍 Guadalajara