Empleo de APPLICATION SUPPORT en Guadalajara, Jalisco - Vacante 104190 - MX

Publicado hace más de 30 días.

APPLICATION SUPPORT en Epam Systems

$ 35,000 a 40,000 MXN (Bruto)

Jalisco

Empleado de tiempo completo

Inglés: Nivel Avanzado

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