Technical Support Team Lead

Minsk, Belarus

DESCRIPTION


You are curious, persistent, logical and clever – a true techie at heart. You enjoy living by the code of your craft and developing elegant solutions for complex problems. If this sounds like you, this could be the perfect opportunity to join EPAM as a Technical Support Team Lead. Scroll down to learn more about the position’s responsibilities and requirements.

In collaboration with a well-known engineering solutions provider for the petrol/gas industry, this project will replace PCs in global offices with preconfigured, new PCs that run on Windows 10 or Windows 7 golden image.

Responsibilities

  • Provide support on software and hardware inquiries over the phone or email;
  • Assess the issue and provide a solution through an organized and detailed problem-solving process;
  • Follow up and confirm the problem has been resolved to the user's satisfaction;
  • Provide training to end-users on software and hardware use;
  • Prepare network access to new employees;
  • Document tickets and solutions provided in detail;
  • Respond to requests for technical assistance in person or via phone or email;
  • Log issues and documents resolutions;
  • Maintain adequate stock of IT supplies;
  • Create network user accounts, email accounts, and sets access permissions for new personnel in accordance with applied procedures;
  • Coordinate special IT projects when assigned;
  • Manage security systems (e.g. CCTV and AACS);
  • Manage IT stocks inventory;
  • Act as IT business partners taking responsibility for result.

Requirements

  • 2-5 years’ hands-on experience providing end-user support in a Windows Active Directory environment with proficient hardware and software troubleshooting skills for desktops and laptops, Windows, Microsoft Office and email (Office 365); Mac Support experience also required;
  • Proven proficiency at prioritizing tasks and managing multiple daily support requests;
  • Solid experience in Microsoft Active Directory environment;
  • Experience working with IT support ticketing systems and processes;
  • Experience providing creative and innovative solutions to problems on laptops and desktop systems ensuring user satisfaction and productivity required;
  • Solid network troubleshooting experience (LAN, VPN, TCP/IP);
  • Experience with computer imaging software and system rollouts;
  • Experience managing and monitoring computer inventory, supporting video conference systems, desk phones, mobile phones, tablets (preferred);
  • CompTIA A+ certification (preferred);
  • Strong verbal and written communication, phone support, fact-finding research, process oriented, process improvement, and documentation experience;
  • Proven track record of strong customer service focus and attitude;
  • Ability to work in a very fast-paced environment with multiple and changing priorities;
  • Experience with PowerShell (and/or VBS) scripting (preferred);
  • Experience with Windows Image creation and deployment (preferred);
  • Experience in SCCM administration (preferred);
  • Knowledge of networking concepts (preferred).

We offer

  • Innovative solutions delivery to the world’s digital changes;
  • Experience exchange with colleagues all around the world;
  • Opportunities for self-realization;
  • Friendly team and enjoyable working environment;
  • Engineering, corporate and social events;
  • Social package: professional & soft skills trainings, medical & family care programs, sports;
  • Free English classes;
  • Flexible working schedule.