IT Support Engineer – Remote (UK Business Hours)

We are seeking an experienced IT Support Engineer to join a fast-growing US-based unicorn startup that specializes in supply-chain data analytics. The company leverages artificial intelligence to provide insights and recommendations tailored to the domain and business-specific needs of its clients.

In this role, you will be embedded within the customer’s organization, supporting internal users and IT infrastructure. This is an exciting opportunity to work with a cutting-edge company revolutionizing supply-chain analytics. If you’re an experienced IT professional with a proactive mindset and strong technical skills, we’d love to hear from you!

This is a full-time remote position, with working hours aligned to London business hours (10:00–18:00).

Feel free to work remotely from anywhere across Latvia or connect with colleagues at our Riga office.

Responsibilities

• Provide support to end-users to resolve computing issues and facilitate resolution of IT-related problems
• Install and configure computer operating systems and applications
• Monitor infrastructure and environments to ensure optimal performance
• Maintain and update hardware inventory
• Follow IT-related work instructions and processes
• Update runbooks, documentation, and AI self-service tools
• Assist in preparing essential reporting for IT operations

Requirements

• Minimum 2 years of experience in support and troubleshooting of user hardware and software, with expertise in MacOS (must-have) and Windows
• Knowledge of modern workspace technologies, including G Suite/Google Workspace, Microsoft 365, Slack, Teams, and other collaboration platforms
• Experience with user access and device management tools such as Okta Admin, JAMF, Intune MDM, and Cisco Meraki
• Familiarity with IT monitoring tools and troubleshooting network and client/server issues
• Proactive mindset and ability to learn and understand tools/software beyond following runbooks
• Excellent communication and customer service skills
• Ability to work effectively in a distributed team environment
• Proven ability to meet deadlines and SLAs
• General understanding of IT Service Management (ITSM) practices, including service request management, change management, asset management, incident management, and problem management
• Experience with IT service management frameworks and ticketing systems (e.g., Jira Service Management)

Nice to have

• Familiarity with AI-driven tools and self-service platforms
• Experience working in a fast-paced startup environment
• Knowledge of IT security practices and compliance frameworks
• Exposure to automation tools for IT operations
• Certifications in IT Service Management or workspace technologies (e.g., ITIL, Okta, JAMF)

We offer

• Engineering Heritage: Best-in-class experts sharing a culture of engineering excellence and tackling complex engineering challenges for over 30 years.
• Advanced Tech Stack: Innovative projects where you can apply or enhance your expertise in Cloud, Data, AI, and other emerging technologies.
• World-Class Clients: Work closely with 340+ of the Forbes Global 2000 on creating disruptive solutions that make a global impact.
• Professional Growth: Exceptional support for career development with comprehensive resources for upskilling or reskilling in pioneering practices.
• GenAI Community: Strong AI competencies with 600+ experts across 55+ locations driving GenAI-enabled transformation journeys.
• Entrepreneurial Culture: If you're passionate and dedicated to improving business transformation, we provide the support you need to bring your ideas to life.
• Hybrid Setup: The flexibility to work from any location in Latvia, whether it's your home or our office in Riga.
• Other Benefits: Additional vacation and trust days, private health insurance, Employee Stock Purchase Plan and more.

Salary range €1.6K-€2K gross, based on your experience and interview results.

EPAM is a leading global provider of digital platform engineering and development services. For over 30 years, our team has helped leading brands navigate the waves of digital transformation, building solutions that help them stay competitive through constant market disruption.With offices in 55+ countries, EPAM has grown in Latvia to over 150+ talented innovators in 4 years. We foster creativity and unconventional ways of doing things, welcoming like-minded professionals to join us.