Service Desk Specialist Georgia or Remote
Service Desk Specialist Description
We are seeking a dedicated and detail-oriented Service Desk Specialist to join our team and provide exceptional technical support in a dynamic 24/7 environment. As part of our Service Desk team, you will monitor network and application systems, resolve and escalate incidents, and collaborate with cross-functional teams to ensure seamless operations and availability.
Join us to leverage your problem-solving skills and technical expertise as a vital member of our Service Desk team!
This position offers remote setup with the flexibility to work from any location in Georgia, whether it's your home, well-equipped offices in Tbilisi and Batumi or a coworking space in Kutaisi.
#LI-DNI
Responsibilities
- Monitor network devices, system infrastructure, and applications using tools like SolarWinds, Grafana, and Zabbix
- Identify performance issues, connectivity failures, and abnormal behaviors in systems or applications
- Perform initial troubleshooting for network latency, packet loss, slow response times, or high system resource usage
- Resolve common incidents related to networking, system operations, and applications, escalating complex issues to L2/L3 teams
- Manage incident ticketing and documentation using platforms like ServiceNow, Jira, or Zendesk
- Provide clear and effective communication to stakeholders, documenting troubleshooting steps and resolutions
- Collaborate with cross-functional teams to meet application availability targets and resolve outages
- Work in a 24/7 NOC environment with rotational shifts, ensuring continuous operational support
- Stay updated on monitoring tools, IT processes, and industry best practices to improve troubleshooting capabilities
- Foster strong cross-team communication to handle outages, set resolution expectations, and ensure quick diagnostic escalation
Requirements
- 2+ years of experience with network and application monitoring tools like SolarWinds, Zabbix, Grafana
- Knowledge of Windows Server, Linux, and cloud platforms such as AWS, Azure, GCP
- Familiarity with networking fundamentals including TCP/IP, DNS, DHCP, VPN, VLANs
- Proficiency in ITSM/ticketing platforms like ServiceNow, Jira, Zendesk
- Understanding of application errors and performance, including HTTP codes, SQL queries, API issues
- Skills in basic troubleshooting of network, application, and system issues in a fast-paced environment
- Capability to recognize recurring incident patterns and provide detailed diagnostic information for escalation
- Flexibility to work rotational shifts in a 24/7 operational environment
- Strong written and verbal communication skills, with proficiency in English at a B2 level or higher
Nice to have
- Familiarity with advanced monitoring tools such as New Relic, Datadog, CloudWatch, Azure Monitor
- Showcase of resourcefulness in using knowledge bases, vendor documentation, and forums for issue resolution
- Background in collaborating with cross-functional IT teams, including security and application specialists
- Experience in a global service desk or NOC supporting enterprise-level environments
We offer
- We connect like-minded people:
- Delivering innovative solutions to industry leaders, making a global impact
- Corporate and social events
- Enjoyable working environment
- We invest in your growth:
- Leadership development, career advising, soft skills and well-being programs
- Unlimited access to LinkedIn Learning and Get Abstract
- Free English classes with certified teachers
- We cover it all:
- Participation in the Employee Stock Purchase Plan
- Comprehensive medical & family care package
- Five trust days per year (sick leave without a medical certificate)
- Benefits package (sports activities, a variety of stores and services)
EPAM Georgia is a team of innovators united by a passion for technology. The dynamic and inclusive culture we embrace helps positively impact our communities, clients, and employees. Here you will collaborate with multi-national teams, contribute to numerous cutting-edge projects, deliver the most creative solutions, and have an opportunity to learn. Our people are at the heart of our success, and we are proud to provide talents with a solid ground to develop and grow.
