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Application Support (Network) Mexico City, Mexico

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Application Support (Network) Description

Job #: 74198
EPAM is a leading global 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.

DESCRIPTION



You are curious, persistent, logical and clever – a true techie at heart. You enjoy living by the code of your craft and developing elegant solutions for complex problems. If this sounds like you, this could be the perfect opportunity to join EPAM as a Application Support (Network) . Scroll down to learn more about the position’s responsibilities and requirements.

Responsibilities

  • First point of contact for customers seeking technical support via phone, email or chat
  • Perform remote troubleshooting, reproducing customer issues in different environments, isolate customer issues and works together with the customer to find a solution
  • Determine the best solution based on the issue and details provided by customers
  • Walk the customer through the problem-solving process
  • Full Ownership of clients’ issues from beginning to completion, ensuring effective technical resolution for the customers
  • Develop and document best practices to enhance already existing processes
  • Record events and interactions in the case
  • Make sure to action and prioritize their tasks in a timely manner
  • Monitor the status and progress toward resolution of all open incidents
  • Opens and documents bugs for investigation in Software Engineering Teams
  • Responsible for driving cases forward and making sure to engage other teams if necessary
  • Develops technical expertise over the products, and constantly seeks to deepen the knowledge
  • Adherence to security guidelines, procedures, processes, product documentation and best practices

Requirements

  • At least 3 years of experience in IT Operations Support
  • Demonstrated technical Linux administration skills
  • Understanding of networking fundamentals (TCP/IP,Routing, VPNs,VLANs, Peering, Load Balancing, etc). and basic web technologies (HTTP,HTML,DNS,TCP)
  • Ability to read and interpret logs (Linux, HTTP, )
  • Demonstrated experience troubleshooting and explaining investigation to IT people and end users(non-technical)
  • Critical Thinking: Investigation, analysis, interpretation, evaluation, explanation, and problem-solving skills
  • Outstanding client-facing skills. Pays attention to details and has an ability to differentiate between clients’ needs and issues
  • Fluent in English. Must be above B2+
  • Excellent verbal and written communication skills. Proficient grammar and syntax
  • Strong experience in documentation in languages possessed (creating articles, workflows, procedures, etc.)
  • Good in e-mail correspondence and phone etiquette
  • Ability to work with high volumes and short timeframes
  • Time management skills knows how and what to prioritize
  • Independent, self-directed learner
  • Works well in a team, has an ability to build rapport with others
  • Highly motivated and multitasking
  • Customer oriented. Genuine interest in helping others, becoming the customer’s advocate when lending support

Nice to have

  • ITIL certification, or experience working with ITIL based processes
  • Experience with cloud storage solutions
  • Experience reading or debugging code (Python, Javascript)
  • Experience with scripting, and or system design
  • Experience in Gsuite products
  • SQL experience

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
  • 10 vacations days plus 2 floating days
  • Official Mexican holidays, plus five extra holidays (Holy Thursday and Friday, November 2nd, December 24th & 31st
  • Relocation bonus: transportation, 2 weeks of accommodation for you and your family and more
  • 30 days of salary End of Year bonus
  • Monthly non-taxable amount for the electricity and internet bills

Conditions

  • By applying to our role, you are agreeing that your personal data may be used as in set out in EPAM´s Privacy Notice (https://www.epam.com/applicant-privacy-notice) and Policy (https://www.epam.com/privacy-policy)

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