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.ResponsibilitiesRegister tickets and classify requests according to established support processesPerform initial triage and resolve incidents or escalate to higher support levels when neededProcess alerts, emails, and phone calls and respond within agreed timelinesAnalyze issues and complete diagnosis to identify the best path to resolutionMonitor application health checks and provide operational supportCommunicate proactively with users and stakeholders on status, next steps,



and expected resolution timesIdentify knowledge base gaps and update articles to improve self-service and future resolutionsAssist with reporting and support metrics as requestedConduct ticket quality checks and contribute to continuous improvement actionsParticipate in support process reviews and attend internal team meetingsRequirementsSupport experience 1+ years in user support, service desk, or a similar roleStrong communication skills with professional phone etiquetteTeamwork mindset and ability to collaborate effectively with othersPersonal accountability and ownership of assigned ticketsAnalytical skills to research issues, diagnose root causes, and propose solutionsMS Windows knowledge at intermediate level or higherMS Office Suite knowledge at intermediate level or higherSchedule flexibility for non-standard shifts including weekends, holidays, and mornings/eveningsHybrid work readiness for an in-office schedule when applicableEnglish proficiency B2 (Upper-Intermediate) with strong spoken and written communicationNice to havePrevious experience in client support and/or technical supportITIL knowledgeBasic networking concepts knowledgeCloud platform

📌 Junior Support Specialist (México)
🏢 Epam Systems
📍 México