Remote Lead Service Desk Technician work | EPAM Anywhere

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Lead Service Desk Technician for EPAM Systems

Lead Service Desk Technician for EPAM Systems 40 hrs/week, 12+ months

Currently, we are looking for a remote Lead Service Desk Technician with 5+ years of experience as a 1st Line / Help Desk Specialist to join our geo-distributed team in providing end-user support to EPAM’s clients.

Currently, we support more than 20 clients across the globe, representing Healthcare, e-commerce, Retail, Travel, Technology, and other industries. Our team acts as a single point of contact for user requests and queries related to the applications and systems supported.

As a Service Desk Technician, you will undertake analysis, diagnosis and resolution of incidents, which may range from straightforward questions to more complicated technical issues using ITIL best practices and a wide range of ticketing tools. The role also involves the initial processing of all types of service requests, proactive communication with the business, and knowledge base updates.

Please note that even though you are applying for this position, you may be offered other projects to join within EPAM Anywhere.

Join EPAM Anywhere to quickly and easily find projects that match your knowledge and experience, while working with Forbes Global 2000 clients, building a successful IT career, and earning competitive rewards. The platform provides additional perks, including a flexible schedule, professional development opportunities, and access to a community of experts.

Responsibilities

  • Incident recording, classification, initial triage
    • Request resolution or escalation to responsible parties
      • Monitoring the status and progress toward resolution of all open incidents
        • Keeping affected users informed about progress
          • Resolution and recovery of incidents not assigned to resolution groups
            • Resolution confirmation and closure of incidents
              • Detecting potential trends and liaising with problem management where applicable
                • Knowledge Base updates as required

                  Requirements

                  • 5+ years of experience as a 1st Line / Help Desk Specialist
                    • Fluent in two2 foreign languages (English B2+ or C1, German B2/B2+ or C1) and German / French / Spanish B1+/B2 and higher)
                      • Excellent verbal and written communication skills in languages possessed
                        • Good in e-mail correspondence and phone etiquette
                          • Stress-resistance, and ability to handle high volumes of requests
                            • Strong problem solving and research skills
                              • Outstanding client-facing skills
                                • Advanced troubleshooting and multi-tasking skills
                                  • Ability to work in team and think as a team
                                    • Ability to stay cool-headed in tough situations
                                      • Good knowledge in ITIL event and incident management processes
                                        • Personal skills: motivated, quick learner, organized and responsible

                                          Nice to have

                                          • Networking Basics Knowledge and understanding of basic networking terms
                                            • Linux basics (novice level)
                                              • Android / iOS general interface and features knowledge
                                                • Cloud Infrastructure knowledge

                                                  We offer

                                                  • Competitive compensation depending on experience and skills
                                                    • Work in enterprise-level projects on a long-term basis
                                                      • You will have a 100% remote full-time job
                                                        • Unlimited access to learning courses (EPAM training courses, English regular classes, Internal Library)
                                                          • Community of 38,000+ industry’s top professionals
                                                            Support.Users

                                                            40 hrs/week

                                                            Hours per week

                                                            12+ months

                                                            Project length

                                                            Poland

                                                            Locations eligible for the position