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
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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.

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
                                                  Support.Users

                                                  Benefits in eligible locations

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                                                  For you

                                                  • Discounts on health insurance, sport clubs, shopping centers, cinema tickets, etc.
                                                  • Stable income
                                                  • Flexible roles
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                                                  For your comfortable work

                                                  • 100% remote work forever
                                                  • EPAM hardware
                                                  • EPAM software licenses
                                                  • Access to offices and co-workings
                                                  • Stable workload
                                                  • Relocation opportunities
                                                  • Flexible engagement models
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                                                  For your growth

                                                  • Free trainings for technical and soft skills
                                                  • Free access to LinkedIn Learning platform
                                                  • Language courses
                                                  • Free access to internal and external e-Libraries
                                                  • Certification opportunities
                                                  • Skill advisory service

                                                  40 hrs/week

                                                  Hours per week

                                                  12+ months

                                                  Project length

                                                  Poland

                                                  Locations eligible for the position