Senior End-User Support Engineer

We are seeking a highly motivated and skilled End User Support Engineer to join our IT team.

The ideal candidate will provide exceptional technical support to end users, ensuring seamless operation of hardware, software, and IT infrastructure. This role requires a proactive individual who can troubleshoot and resolve technical issues, collaborate with cross-functional teams, and contribute to the continuous improvement of our digital workplace services and office IT infrastructure. You will be part of global and distributed IT Support Team and responsible for end users support in their day-to-day operations.

Responsibilities

Provide hands-on and remote technical support for hardware, software, and peripheral devices such as printers and conference equipment
Troubleshoot and resolve issues related to endpoint devices, operating systems, and software applications
Effectively manage and resolve support tickets while maintaining high customer satisfaction levels
Maintain endpoint devices by ensuring optimal functionality, security compliance, and software updates
Support software deployment, configuration, and system maintenance for end users
Assist with onboarding and offboarding processes, including configuring devices and managing user accounts and permissions
Monitor LAN and Wi-Fi performance to guarantee reliable office connectivity
Perform maintenance and issue resolution for switch rooms, network equipment, and related IT infrastructure
Collaborate with cross-functional teams to address technical challenges and connectivity improvements
Analyze recurring technical issues to identify root causes and implement viable, long-term solutions
Document troubleshooting procedures and establish a knowledge base for issue mitigation and resolution
Communicate technical details effectively to both technical and non-technical stakeholders across teams
Provide training and user guidance on IT systems, tools, and best practices to improve workplace utilization
Proactively stay updated on emerging technologies and trends to enhance IT support services
Identify process improvement opportunities and contribute to long-term IT support strategy development
Participate in broader IT projects and initiatives, contributing expertise and ensuring user-centric focus

Requirements

Bachelor's degree in Information Technology, Computer Science, or equivalent experience
5+ years of experience in end-user support, IT helpdesk, or similar roles
Knowledge of hardware, software, and operating systems, including Windows, macOS, and Linux
Background in IT infrastructure components like LAN, Wi-Fi, and network equipment
Skills in troubleshooting endpoint devices, printers, and conference room equipment
Understanding of IT service management tools such as ServiceNow or Jira, with experience in remote support mechanisms
Showcase of advanced problem-solving skills and root cause analysis capabilities
Strong communication and interpersonal abilities to engage with diverse stakeholders
Capability to work independently while collaborating in fast-paced environments
Expertise in certifications such as CompTIA A+, ITIL, or Microsoft Certified: Modern Desktop Administrator

We offer

Private health insurance
EPAM Employees Stock Purchase Plan
100% paid sick leave
Referral Program
Professional certification
Language courses

EPAM is a leading digital transformation services and product engineering company with 61,700+ EPAMers in 55+ countries and regions. Since 1993, our multidisciplinary teams have been helping make the future real for our clients and communities around the world. In 2018, we opened an office in Spain that quickly grew to over 1,450 EPAMers distributed between the offices in Málaga, Madrid and Cáceres as well as remotely across the country. Here you will collaborate with multinational teams, contribute to numerous innovative projects, and have an opportunity to learn and grow continuously.

Why Join EPAM
WORK AND LIFE BALANCE. Enjoy more of your personal time with flexible work options, 24 working days of annual leave and paid time off for numerous public holidays.
CONTINUOUS LEARNING CULTURE. Craft your personal Career Development Plan to align with your learning objectives. Take advantage of internal training, mentorship, sponsored certifications and LinkedIn courses.
CLEAR AND DIFFERENT CAREER PATHS. Grow in engineering or managerial direction to become a People Manager, in-depth technical specialist, Solution Architect, or Project/Delivery Manager.
STRONG PROFESSIONAL COMMUNITY. Join a global EPAM community of highly skilled experts and connect with them to solve challenges, exchange ideas, share expertise and make friends.