Junior Support Engineer Shift-Based incl Evening Night Rotations

We are looking for a Junior Support Specialist to join our team and provide end-user support to EPAM’s clients. Our team supports more than 20 clients across Europe and around the globe in industries including Fintech, e-commerce, Retail, Travel, Technology, and more. As part of the support team, you will act as a first point of contact for user requests and questions related to supported applications and systems. This is a great opportunity for someone who is starting a career in IT support and would like to develop their technical, analytical, and customer service skills in a collaborative environment. You will receive guidance and support from more experienced team members while learning how to analyze, diagnose, and resolve support tickets and incidents. These may range from straightforward user questions to more complex technical issues. Previous professional IT support experience is not required. We welcome motivated candidates who are eager to learn and grow in a technical support role. Responsibilities Register, categorize, and perform the initial triage of ticketsResolve standard incidents and service requests using documented proceduresEscalate tickets to higher support levels when necessaryProcess alerts, emails, and phone calls from usersPerform basic application health checks and monitoring activitiesCommunicate proactively with users and business representatives regarding ticket statusIdentify gaps or outdated information in the Knowledge Base and suggest updatesFollow established support processes and ITIL-based practicesAssist with reports, ticket quality checks, and basic ticket analysisParticipate in internal team meetings, training sessions, and support process reviews Requirements English proficiency at B2 level or higher, with good verbal and written communication skillsStrong interest in starting or developing a career in IT supportBasic knowledge of Microsoft Windows and Microsoft Office SuiteGood analytical, problem-solving, and research skillsWillingness to learn new tools, applications, and technical conceptsCustomer-oriented approach and good phone etiquetteAbility to work effectively in a team and communicate collaborativelyPersonal responsibility, attention to detail, and a proactive attitudeFlexibility and adaptability in a changing work environmentReadiness to work non-standard shifts, including weekends, holidays, mornings, evenings, and nightsShift 1: 6:00 AM – 2:00 PMShift 2: 2:00 PM – 10:00 PMShift 3: 10:00 AM – 6:00 PMShift 4: 10:00 PM – 6:00 AM Nice to have Previous experience in customer service, help desk, or technical supportEducation or training in IT, computer science, or a related fieldBasic understanding of ITIL or IT service management conceptsFamiliarity with basic networking conceptsExposure to ticketing, ITSM, monitoring, or knowledge management toolsExperience working with support documentation or knowledge bases We offer We gather like-minded people:Top tech minds driving innovation in AI, cloud and digital platform modernizationSupportive team and an agile, startup-like culture that accelerates your growthHybrid work model designed for collaboration, requiring 3 days a week from the officeChance to work abroad for up to 60 days annuallyWe provide growth opportunities:Career development programsThought leadership, mentoring, soft skills and well-being programsCertification (Anthropic, Gemini, GCP, Azure, AWS)English classesWe cover it all:Stable payParticipation in the Employee Stock Purchase Plan with a 15% discountBenefits package (health insurance, multisport, shopping vouchers)Referral bonuses up to $2,000Offices featuring entertainment and relaxation zones, table tennis and football, free snacks, coffee and moreCorporate, social and well-being eventsPlease, note:We will reach out to selected candidates exclusively EPAM is global leader in AI transformation engineering and integrated consulting, serving Forbes Global 2000 companies and ambitious startups. With over thirty years of expertise in custom software, product and platform engineering, we empower our clients to become AI-Native enterprises, driving measurable value from innovation and digital investments.