RESPONSIBILITIES- Managing a variety of devices and operating systems, including Windows, Mac, iOS, and Linux- Collaborating with technical teams to resolve support tickets and serving as an escalation point- Developing PowerShell/Bash scripts- Ensuring compliance with standard IT best practices and procedures, such as IT security, computer operations, and change management- Providing top-notch customer service and explaining technical concepts to non-technical stakeholders**REQUIREMENTS**:- 2-5+ years of experience- Experience managing and triaging support tickets- Familiarity with large enterprise identity management, with IdentityNow experience a plus- Strong documentation skills, including the ability to update processes and procedures- Technical training, degree, or industry certifications (preferred)- Retail services technical support experience (preferred)- Technical Requirements- Operating systems: Windows 10/11, MacOS, Linux (a plus)- O365 management (Exchange Hybrid environment)- Identity management (IdentityNow experience a plus)- Active Directory (Azure AD, On-Prem, Group Policy)- Endpoint management, software deployment tools (System Center Configuration Manager, Workspace One)- PowerShell/Bash scripting (able to read/write basic scripts)- Basic networking knowledge for client systems- Documentation skills (ITIL knowledge, excellent written communication skills)- Important!- Working in Pacific time zone- Long-term commitment (12+ months) is requiredWE OFFER- Career plan and real growth opportunities- Unlimited access to LinkedIn learning solutions- International Mobility Plan within 25 countries- Constant training, mentoring, online corporate courses, eLearning and more- English classes with a certified teacher- Support for employee's initiatives (Algorithms club, toastmasters, agile club and more)- Enjoyable working environment (Gaming room, napping area, amenities, events, sport teams and more)- Flexible work schedule and dress code- Collaborate in a multicultural environment and share best practices from around the globe- Hired directly by EPAM & 100% under payroll- Law benefits (IMSS, INFONAVIT, 25% vacation bonus)- Major medical expenses insurance: Life, Major medical expenses with dental & visual coverage (for the employee and direct family members)- 13 % employee savings fund, capped to the law limit- Grocery coupons- 30 days December bonus- Employee Stock Purchase Plan- 12 vacations days plus 3 floating days- Official Mexican holidays, plus 5 extra holidays (Maundry Thursday and Friday, November 2nd, December 24th & 31st)- Relocation bonus: transportation, 2 weeks of accommodation for you and your family and more- Monthly non-taxable amount for the electricity and internet billsCONDITIONS