L1 IT Support Agent

Project Description

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.
11-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. Work from Kyiv office is possible upon request for some trainings and meetings.
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

• 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. Work from Kyiv office is possible upon request.

Skills

Must have

• English (Upper-intermediate/Advanced), previous experience in support services or system administration, experience dealing with a high volume of incoming calls

Nice to have

• Active Directory, VMWare, vSphere, Horizon Client, ServiceNow

Languages

English: C1 Advanced