IT Support Engineer (offline)

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.
Luxoft offers great opportunities for building IT career in different directions. Powerful Luxoft training center provides hundreds of trainings on programming, software testing, business analysis, Agile and more, which are accessible to Luxoft employees for free.
Responsibilities:
Answering user calls, chats and emails, understanding user problems, capturing user incidents to a ticket system
Monitoring ticket system for new incidents
Direct incident resolution using a knowledge base
Route issues to other teams for resolution
Work closely with other IT support teams to ensure timely incident resolution
Communicate to users to set their expectations and ensure satisfaction
Mandatory Skills Description:
Good experience in IT Support is a must
Basic Microsoft Windows system administration knowledge
Service mindset is a must
Strong Customer Service skills
Team-oriented with excellent communications skills required
Ability to multi-task
Strong Communication skills (English) both verbal and written
Experience with ticketing systems is required
Must have the ability to prioritize and work within a deadline
2+ years working experience
Nice-to-Have Skills:ITIL Foundations certification would be a bonus

About Luxoft

Luxoft is a high-end application outsourcing provider of choice and a trusted technology advisor to Global 2000 and medium-sized growth companies that apply compelling technologies to obtain leadership positions in their respective markets.
Luxoft today finds the Best talents, proposes career growth & employment benefits. Our teams are involved in high complicity & innovative projects for the Top leaders companies around the Globe.

Company website:
https://career.luxoft.com/locations/ukraine/

DOU company page:
https://jobs.dou.ua/companies/luxoft/