We are seeking a Junior Support Specialist to provide responsive end-user support and act as a single point of contact for client requests across supported applications and systems. You will triage and resolve incidents using ITIL-aligned practices, maintain clear communication, and help improve support knowledge; apply now to join the team. Responsibilities Register tickets and classify requests according to established support processes Perform initial triage and resolve incidents or escalate to higher support levels when needed Process alerts, emails, and phone calls and respond within agreed timelines Analyze issues and complete diagnosis to identify the best path to resolution Monitor application health checks and provide operational support Communicate proactively with users and stakeholders on status, next steps, and expected resolution times Identify knowledge base gaps and update articles to improve self-service and future resolutions Assist with reporting and support metrics as requested Conduct ticket quality checks and contribute to continuous improvement actions Participate in support process reviews and attend internal team meetings Requirements Support experience 1+ years in user support, service desk, or a similar role Strong communication skills with professional phone etiquette Teamwork mindset and ability to collaborate effectively with others Personal accountability and ownership of assigned tickets Analytical skills to research issues,



diagnose root causes, and propose solutions MS Windows knowledge at intermediate level or higher MS Office Suite knowledge at intermediate level or higher Schedule flexibility for non-standard shifts including weekends, holidays, and mornings/evenings Hybrid work readiness for an in-office schedule when applicable English proficiency B2 (Upper-Intermediate) with strong spoken and written communication Nice to have Previous experience in client support and/or technical support ITIL knowledge Basic networking concepts knowledge Cloud platforms awareness ITSM tools usage experience We offer International projects with top brands Work with integral 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 Linked In Learning library and 22,000+ courses Global career opportunities Volunteer and community involvement opportunities EPAM Employee Groups Award-winning culture recognized by Glassdoor, Newsweek and Linked In 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.
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📌 Junior support specialist (Guadalajara)
🏢 Epam Systems
📍 Guadalajara