Middle Service Desk Support Engineer

We are seeking a Middle Service Desk Support Engineer to join our team. This role involves providing user support, troubleshooting technical issues, responding to Jira tickets, and assisting users through Slack or phone calls. The ideal candidate will have solid experience in desktop and network troubleshooting, supporting both Windows and Mac environments, and will be able to contribute to a 24/7 on-call support rotation, including holiday and weekend coverage.

Responsibilities

• Provide user support, troubleshooting, and issue resolution through Jira tickets, Slack, or phone calls
• Participate in 24x7 on-call rotations, ensuring holiday and weekend support coverage
• Handle incident troubleshooting and escalate issues when necessary
• Maintain and update desktop documentation
• Support video conferencing solutions and conference room setups
• Manage backup and recovery software for desktops
• Support and maintain custom desktops
  
  
  

Requirements

• Minimum 2 years of experience in a Service Desk or IT support role
• Experience with help desk ticketing systems (JIRA Service Desk is a plus)
• Strong understanding of desktop components and architecture
• Experience with remote support tools (e.g., Dameware)
• Experience in troubleshooting network issues (LAN, WAN, wireless)
• Strong knowledge of TCP/IP routing, DNS, DHCP, DFS, and GPO in desktop environments
• Proficiency in Windows 7, 10, and Mac OS
• Experience using software deployment tools
• Basic knowledge of A/V hardware and video conferencing solutions
• B2+ level English proficiency
• Ability to prioritize and resolve issues independently and efficiently
• Excellent problem-solving, communication, and organizational skills
  
  
  

Nice to have

• Experience with identity management (Active Directory & Okta)
• Familiarity with ITIL processes
• Scripting experience (PowerShell, shell scripting, or Python)
• Experience supporting Atlassian suite products (JIRA, Confluence, JIRA Service Desk)
• Familiarity with version control systems (Git, Perforce)
• Experience with Windows Server 2008/2012
  
  
  

We offer

• Work on a flexible schedule remotely or from any of our comfortable offices or coworking spaces in Ukraine
• Receive the necessary equipment to perform your work tasks
• Change projects and technology stacks within EPAM
• Gain experience in various business domains (Insurance, E-commerce, Healthcare, Finance, Travelling, Media, Artificial Intelligence, and more)
• Consider relocation options in over 30 countries worldwide
• Participate in volunteer, charity programs and communities (both technical and interest-based)
• You can plan your individual career path together with your manager.
• Receive regular feedback from colleagues
• Improve your English for free with certified teachers (Speaking Clubs, client interview preparation courses, etc.)
• Get the opportunity to undergo free training and certification in AWS, GCP, or Azure Clouds
• Use the internal E-learn training program (18,200+ specialized training and mentoring programs)
• Access corporate accounts on LinkedIn Learning, Get Abstract and other partner resources
• Study at EPAM Solution Architecture School with the instructors who are practicing architects
• Develop as a leader, join Delivery Management, Resource Management, Leadership Essentials school and more
• Participate in internal communities (500+ meetups, technical discussions, brainstorming sessions, online events and conferences annually)
• Vacation and sick leave (including a sick leave without a medical certificate)
• A wide range of Voluntary Medical Insurance programs providing both medical treatment and various preventive options (including sports activities)
• Medical insurance for family members at corporate rates
• Company support during significant life events (childbirth or adoption, marriage, etc.)
• Support for psychological comfort: discounts on services from mental health specialists or coaches, thematic training
• E-kids program - a free programming language training program for EPAMers' children
  
  
  

EPAM strives to provide its global team of over 52,800+ professionals in more than 55 countries with opportunities for professional growth from day one of collaboration. Our colleagues are the source of EPAM's success, so we value cooperation, strive to always understand our clients' business and aim for the highest quality standards. No matter where you are, you will join a dedicated, diverse community that will help you realize your potential to the fullest.

The remote option applies only to the Candidates who will be working from any location in Ukraine.