Overview

We are looking for a Service Desk Specialist to undertake analysis, diagnosis and resolution of incoming software-related requests and incidents from EPAM employees, which may range from straightforward questions to more complicated IT-related technical issues.

Responsibilities

  • Manage personal and team to-dos to ensure requests and incidents are resolved in a timely manner
  • Escalate non-standard requests and incidents to a higher support level group
  • Perform troubleshooting and gather additional details
  • Communicate with customers via chat or phone
  • Adhere to a 9x5 working schedule

Requirements

  • Capability to diagnose and resolve software and network connectivity issues
  • Proficiency in operating systems such as Windows, macOS and basic Linux commands
  • Knowledge of system event monitoring (Event Viewer, Activity Monitor, etc.)
  • Familiarity with remote desktop software (e.g., TeamViewer, AnyDesk, Microsoft Remote Desktop) and ticketing systems (e.g., ServiceNow, Jira, Zendesk)
  • Understanding of network basics and troubleshooting
  • Knowledge of basic cybersecurity practices, such as identifying phishing attempts and malware threats
  • Skills in explaining technical issues and related regulations in simple terms to non-technical users, with proficient written and spoken communication for email, chat and phone support
  • Active listening skills to understand user issues and gather relevant information without assumptions
  • Analytical thinking to break down problems into manageable parts and resourcefulness in using internal knowledge bases, forums and other resources to resolve issues independently
  • Competency in escalation handling and collaboration with other team members to ensure seamless support coverage
  • Adaptability, resilience and time management skills to stay updated with new technologies, handle high-pressure situations and prioritize multiple tickets effectively
  • English level – Advanced (B2)

Georgia (Production)

We connect like-minded people

  • Delivering innovative solutions to industry leaders, making a global impact 
  • Enjoyable working environment, whether it is the vibrant office or the comfort of your own home 
  • Opportunity to work abroad for up to two months per year 
  • Relocation opportunities within our offices in 55+ countries
  • Corporate and social events   

We invest in your growth

  • Leadership development, career advising, soft skills and well-being programs 
  • Certifications, including GCP, Azure and AWS
  • Unlimited access to LinkedIn Learning and Udemy
  • Free English classes with certified teachers 

We cover it all

  • Participation in the Employee Stock Purchase Plan 
  • Monetary bonuses for engaging in the referral program 
  • Comprehensive medical & family care package   
  • Five trust days per year (sick leave without a medical certificate)   
  • Benefits package (sports activities, a variety of stores and services)

Kazakhstan (Prod)

We connect like-minded people:

  • Delivering innovative solutions to industry leaders, making a global impact 
  • Enjoyable working environment, whether it is the vibrant office or the comfort of your own home 
  • Opportunity to work abroad for up to two months per year 
  • Relocation opportunities within our offices in 55+ countries
  • Corporate and social events   

We invest in your growth: 

  • Leadership development, career advising, soft skills and well-being programs 
  • Certifications, including GCP, Azure and AWS
  • Unlimited access to LinkedIn Learning and Udemy
  • Free English classes with certified teachers 
  • Discounts in local language schools, including online courses for the Kazakh language

We cover it all:

  • Participation in the Employee Stock Purchase Plan 
  • Monetary bonuses for engaging in the referral program 
  • Medical & family care package   
  • Six trust days per year (sick leave without a medical certificate)   
  • Coverage of psychology sessions of your choice
  • Benefits package (sports activities, a variety of stores and services)

[epamgdo] Georgia (Hybrid)

This position offers remote setup with the flexibility to work from any location in Georgia, whether it's your home, well-equipped offices in Tbilisi and Batumi or a coworking space in Kutaisi.

[epamgdo] Kazakhstan (Hybrid)

This position offers remote setup with the flexibility to work from any location in Kazakhstan, whether it's your home or well-equipped offices in Astana, Almaty or Karaganda.

[epamgdo] Georgia (About EPAM)

EPAM Georgia is a team of innovators united by a passion for technology. The dynamic and inclusive culture we embrace helps positively impact our communities, clients, and employees. Here you will collaborate with multi-national teams, contribute to numerous cutting-edge projects, deliver the most creative solutions, and have an opportunity to learn. Our people are at the heart of our success, and we are proud to provide talents with a solid ground to develop and grow.

[epamgdo] Kazakhstan (About EPAM)

EPAM is a team of technologists and innovators united by a passion for technology. In Kazakhstan, we operate across all cities with offices in Astana, Almaty, and Karaganda and work with the world's leading companies from different industries. In 2023, EPAM received the Export Excellence Award at the esteemed Digital Bridge Awards, showcasing our commitment to excellence and innovation.