About the client: Our client is a UK subsidiary of a global financial house working in multiple markets and asset classes.
Our team: Rapidly expanding 140+ strong distributed team (London/Warsaw/Kyiv) developing and supporting a range of client projects and requirements.
About the project: We are looking for talented and enthusiastic L1 IT support engineers for a newly built L1 IT support team for our client.
The team goal is to deliver excellent service to client employees by resolving and routing various IT incidents received by different communication channels, including phone, chat, email, ticket systems.
15-strong team is expected to cover 7am - 7pm UK hours (9:00 - 21:00 Kyiv time) Mon-Fri and also provide minimal coverage 7am - 7pm UK hours on weekends.
Luxoft team operates in WFH mode mainly.
Luxoft offers great opportunities for building IT career in different directions. Powerful Luxoft training center provides hundreds of training on programming, software testing, business analysis, Agile and more, which are accessible to Luxoft employees for free.
Answering user calls, cases and emails, trying to identify the root cause of an issue, conducting first level of troubleshooting, thus general IT practices awareness is highly appreciated
Monitoring ticket system for new incidents
Direct incident resolution using knowledge base
Route issues to responsible teams for resolution
Work closely with other IT support teams to ensure timely incident resolution
Communicate to users to set their expectations and ensure CSAT is met
Luxoft team operates in WFH mode mainly.
MUST
Experience in Customer Support
- Understanding of call handling and phone etiquette.
- Ability to think on their feet and use initiative in investigating unknown issues.
- Familiar with call logging and understanding of what ticket triage and escalation is.
- Understanding of what equates to quality data in tickets logged
English (Upper-intermediate/Advanced), previous experience in support services or system administration, experience dealing with a high volume of incoming calls, stress resilience skills
NICE TO HAVE- Active Directory,
- VMWare,
- vSphere,
- Horizon Client,
- ServiceNow
Luxoft Poland
2500
Luxoft, a DXC Technology Company, is a global digital strategy and software engineering firm with about 18,000 international employees within its 44 offices in 21 countries. It is headquartered in Zug, Switzerland.
In January 2019, Luxoft was acquired by U.S. company DXC Technology. Luxoft partnered with LG Electronics to create a next-generation Autonomous Mobility concept vehicle that integrates consumers' personalized digital lifestyles into a driving experience. Luxoft enabled Switzerland's first Blockchain based e-vote platform with the City of Zug and Hochschule Luzern's Blockchain Lab.
Luxoft, a DXC Technology Company is a world-renowned company. It has been present on the Polish market for over 11 years. We have offices in Krakow, Warsaw, Wroclaw, and Tri-City. We employ almost 2,500 experienced experts carrying out projects for over 40 clients from the financial, automotive, medical, tourist industries, etc. We work for many international clients, including the USA, Great Britain, and Switzerland.
So far, Luxoft Poland has made a name for itself as a company that offers work on innovative projects, we offer various experiences in the field of IT, opportunities for rapid development, an extensive training program, and attractive benefits for employees.
At present, 62% of Luxoft Poland employees come from Poland, and 38% from around 50 countries, including Ukraine, Brazil, India, Turkey, Spain, Portugal, Italy, Romania, USA, etc.
At Luxoft, a DXC Technology Company, as much as 85 percent of employees are experts with the "Senior" experience level, with at least five years of experience. We care about our employees, so every day we try to provide them with the best possible conditions for work and development.
Technology is our passion! We focus on top engineering talent means that you will be working with the best industry professionals from around the world. Because of that, Luxoft is a global family with an epic atmosphere – we love what we do!