About the client: Our esteemed client is a leading financial institution with a strong presence in the EMEA (Europe, Middle East, and Africa) region. They are renowned for their commitment to excellence and innovation in providing financial services to individuals and businesses alike.
About the project: We are seeking skilled and passionate L1 IT support engineers to join a newly established team dedicated to providing exceptional IT support for our client. The primary objective of this team is to deliver high-quality service to client employees by promptly addressing and directing IT incidents received through various communication channels, such as phone, chat, email, and ticket systems.
This dynamic team, comprising 15 individuals, will operate within the hours of 6:00 am to 7:00 pm UK time, Monday through Friday, ensuring comprehensive coverage for our client's workforce. Additionally, the team will offer minimal coverage during weekends, from 7:30 am to 4:00 pm UK time.
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
Previous experience in support services or system administration, experience dealing with a high volume of incoming calls, stress resilience skills.
Proficiency in English: Exceptional English communication skills, both written and verbal, are essential for effectively engaging with clients and providing clear and concise support.
Customer Handling Skills: Strong interpersonal skills and a customer-centric approach are paramount for effectively resolving IT incidents and delivering a positive support experience to our clients. Candidates should demonstrate the ability to empathize with users, actively listen to their concerns, and provide timely and courteous assistance.
Logical Approach to Technical Problem-Solving: The ability to approach technical issues systematically and logically is crucial for efficiently diagnosing and resolving IT incidents. Candidates should demonstrate strong analytical skills, attention to detail, and the capability to troubleshoot complex problems effectively.
Familiarity with Call Logging and Ticket Management: Understanding of call logging procedures and familiarity with ticket triage and escalation processes is required. Candidates should be able to prioritize and escalate tickets based on urgency and severity, ensuring timely resolution of issues.
Understanding of Quality Data in Ticket Logging: Knowledge of what constitutes quality data in logged tickets is essential. Candidates should be able to ensure accuracy, completeness, and relevance in ticket documentation to facilitate effective problem resolution and reporting.
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Luxoft DXC
2000
Luxoft, a DXC Technology Company is a global digital strategy and software engineering firm with over 17,000 international employees within its 58 offices in 29 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 13 years. We have offices in Krakow, Warsaw, Wroclaw, and Gdansk. We employ over 2,000 professional experts carrying out projects for over 100 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 almost 80 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!