L1 IT Support Agent India

4 days ago


Remote, India Luxoft Full time

**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.
15-strong team is expected to cover 6am - 7pm UK hours Mon-Fri and also provide mínimal coverage 7:30am - 4pm 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**:
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 have

Experience in Customer Support
1. Understanding of call handling and phone etiquette.
2. Ability to think on their feet and use initiative in investigating unknown issues.
3. Familiar with call logging and understanding of what ticket triage and escalation is.
4. Understanding of what equates to quality data in tickets logged

English (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

**Languages**:
English: C2 Proficient

**Seniority**:
Regular

**Relocation package**:
If needed, we can help you with relocation process.

Vacancy Specialization

Technical Support (SL1)

Ref Number

VR-103255



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