Junior L1 IT Support Agent
Location: Remote PolandAbout 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.
12-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.
RESPONSIBILITIES
Part-tome work : 4 hours per day. Working hours are 8am - 12pm or 9am - 1pm CET time.
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.
SKILLS
MUST
- Basic 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
CAREER AND PROFESSIONAL DEVELOPMENT- Competitive salary
- Luxoft Training Center
- Access to e-learning Library
- Individual development plans
- Long-term cooperation with possibility to gain experience in different projects and technologies
- A significant number of professional communities (Agile Community, Tech Community, Business Analysis Community, etc.)
- Group Life Insurance
- Private healthcare insurance – LuxMed. Unlimited access to specialist consultations with Dental Care included
- Medical costs reimbursement for employees (up to certain amount per quarter)
- Travel Insurance
- Benefit Program - Cafeteria and Multisport Card
- Various communities (sport, recreation activities, trips, board games, cultural and educational activities)
- Discounts program for employees – BeLux (banking offer, car leasing offer and cafeteria program discount)
- Convenient locations in a modern offices with game rooms
- Multinational projects for clients all over the world
Check out our open roles at career.luxoft.com
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