**Responsibilities**
- Register and classify incoming tickets to ensure accurate categorization and prioritization
- Perform initial triage, diagnose issues, and resolve incidents or escalate to higher support levels when needed
- Communicate proactively with users and stakeholders on ticket status, next steps, and expected timelines
- Update the knowledge base by identifying gaps and documenting new resolutions and troubleshooting steps
- Support reporting and ticket quality checks, analyze ticket trends, and participate in support process reviews and team meetings
**Requirements**:
- 2+ years of experience in end-user support or service desk roles
- Strong ticket triage and incident management skills
- ITIL-based support practices knowledge
- Intermediate MS Windows knowledge
- Intermediate Microsoft Office Suite knowledge
- Strong analytical and research skills
- Excellent phone and written communication skills
- B2 Upper-Intermediate English proficiency (CEFR B2)
- Willingness to work non-standard shifts and a hybrid schedule when required
**Nice to have**




- Previous experience in client-facing or technical support roles
- ITIL knowledge
- Basic networking concepts knowledge
- Cloud platforms awareness
- Experience with ITSM or ticketing tools
**We offer**
- International projects with top brands
- Work with global teams of highly skilled, diverse peers
- Healthcare benefits
- Employee financial programs
- Paid time off and sick leave
- Upskilling, reskilling and certification courses
- Unlimited access to the LinkedIn Learning library and 22,000+ courses
- Integral career opportunities
- Volunteer and community involvement opportunities
- EPAM Employee Groups
- Award-winning culture recognized by Glassdoor, Newsweek and LinkedIn
- EPAM is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, sexual orientation, gender identity or expression, disability, protected veteran status, or any other characteristic protected by applicable law._

📌 Middle Support Specialist (Guadalajara)
🏢 Epam Systems
📍 Guadalajara