Position: Customer support 24/7
Company: EPAM Systems (Odessa)
Experience required: 1y
Category: Support
English level: upper
Published: 2022-01-01T00:00:00+02:00

Responsibilities:

User support, troubleshooting, responding to Jira tickets, answering to users through slack or phone calls.
The team will be working on 24x7, participating in on-call rotations, this will include holiday coverage and eventually weekend support.

REQUIREMENTS:

Experience using help desk ticketing system (JIRA Service Desk is a plus)
Strong understanding of desktop components and desktop architecture
Experience using backup/recovery software for desktops
Experience building and repairing custom desktops
Experience using remote support tools (example; Dameware)
Maintaining desktop documentation (Confluence is a plus)
Experience dealing with incident troubleshooting and escalation procedures
Basic understanding of TCP/IP routing and network protocols
Ability to troubleshoot network issues, for wireless, LAN, and WAN
Basic understanding of how DNS, DHCP, DFS, GPO plays in a desktop ecosystem
Windows 7,10 required,
Experience supporting Mac OS required
Experience using software deployment tools
Basic experience with A/V hardware and conference room setups (Control4 a plus)
Basic support of video conferencing solutions such as Lifesize, Google Hangouts, etc.

NICE TO HAVE

Identity management through Active Directory, Okta
Familiarity with ITIL
Experience developing scripts to automate day to day desktop activities (PowerShell, shell scripting, or python)
Experience supporting Atlassian suite products like JIRA, Confluence, and JIRA Service Desk
Familiarity with version control systems such as Git, Perforce
Windows Server 2008/2012

Soft skills:

Strong customer service skills
Must be able to work well independently
Ability to prioritize and quickly resolve issues
Excellent analytical and problem-solving skills
Excellent verbal and written communication
Experience using a help desk ticketing system (JIRA Service Desk is a plus)
Experience participating in an On-call rotation