DESCRIPTION

EPAM is committed to providing our global team of 36,700+ EPAMers with inspiring careers from day one. EPAMers lead with passion and honesty and think creatively. Our people are the source of our success and we value collaboration, try to always understand our customers’ business, and strive for the highest standards of excellence. In today’s new market conditions, we continue to support operations for hundreds of clients around the world remotely, with the vast majority of our teams working from home. No matter where you are located, you’ll join a dedicated, diverse community that will help you discover your fullest potential.

Description

End User Services (EUS) is a globally diverse and distributed team. The End User Support (EUS) team provides superior desktop support to end users on incidents, problems and requests for desktops, laptops, telephony, mobile devices, network connectivity, etc. Responsibilities include, but are not limited to: troubleshoot resolve issues with daily operations of the systems software, hardware, peripherals, calls, incidents, tasks, projects, problem analysis and resolution, hardware provision, planning.

A Lead IT Infrastructure Support Engineer is responsible for providing 1st, 2nd, and 3rd level technical support to employees and act as remote hands for Global Teams. The candidate will work in a team-oriented, collaborative environment where excellent troubleshooting, customer service and communication skills are highly necessary.

WHAT YOU’LL DO

• Provide accurate, timely solutions to priority end-user's computers, diagnose networking problems, hardware and shared equipment to ensure continuous end user productivity
• Perform general problem solving and assistance on software applications using advanced troubleshooting and technical skills. Document and update daily support incident tickets clearly and concisely
• Participate in production outages and assists Level 2-4 Engineers with internal IT projects
• Evaluate new hardware and software for deployment. Must have Microsoft Office 365 suite experience and be able to handle basic administration
• Must be detailed orientated to consistently and accurately update and maintain Asset Management requirements
• Responsible for desktop support in off-site locations
• Responsible for office IT infrastructure primarily (but not limited ) in NYC area
• Build, install and troubleshoot: desktops, laptops, etc. in a timely and efficient manner
• Monitor and mitigate risk; escalates appropriately
• Supervise shared equipment (printers, meeting rooms) provide outstanding business users experience
• Day-to-day activities include support via the phone and remote desktop sessions
• Maintain high level KPI, analyze gaps and provide mitigation plans
• Participate in conducted IT/Security audits

NICE TO HAVE

• Ability to work and lead in a fast paced, high call volume environment
• Ability to communicate and document technical guidance and instructions to the team, users and peers on the use of Desktop and/or software, hardware peripherals, etc
• Leadership and elevated Desktop\Customer Support experience
• Ability to use ESP (ticketing tool) to manage Technology Service Management calls/incidents/tasks
• Ability to work in global geo distributed teams

WHAT WE OFFER

• Medical, Dental and Vision Insurance (Subsidized)
• Health Savings Account
• Flexible Spending Accounts (Healthcare, Dependent Care, Commuter)
• Short-Term and Long-Term Disability (Company Provided)
• Life and AD&D Insurance (Company Provided)
• Employee Assistance Program
• Unlimited access to LinkedIn learning solutions
• Matched 401(k) Retirement Savings Plan
• Paid Time Off
• Legal Plan and Identity Theft Protection
• Accident Insurance
• Employee Discounts
• Pet Insurance
• REQ #: 202075030