1st Line Support Engineer
Luxoft is a global leader in high-end software development.
Luxoft is looking for talents with a passion for technology & ready to create original solutions. Once on board, you are invited to expand your knowledge & skills, offering you a continuous learning experience helping you stretch your potential.
So if you’re enthusiastic by the idea of accessing cutting edge technology & innovation to make an impact, why don't you join us?
1st Line Support Engineer
Miejsce pracy: Wroclaw
Nr Ref.: VR-10334
Responsibilites
Analysts will be required to become proficient in each of these technologies. The role involves:
- Pre-shift team communication. State of the environment and ready for business checks
- Phone coverage in shift patterns
- Manage and priorities all tickets arriving on the Service Desk queue, either resolving them directly or re-assigning them to other support teams as required
- Provide all internal clients with a dedicated, positive and efficient service at all times.
- ITSM Focus on high-quality incident data, recorded into ITSM incident booking system
- Manage production incidents from inception to resolution
- Adherence to process and procedures to maintain quality and professionalism
Requirements
- Bachelor's degree or equivalent work experience
- Excellent verbal and written communication skills
- Languages: German + English plus any other between Polish, Italian, French or Spanish as a plus.
- Ability to work under pressure, to keep things simple, patience and creativity, conflict management skills
- Demonstrate a high level of customer focus and empathy
- Strong Teamwork and communication / information sharing
- Attention to detail and proactive management
- Strong situational analysis and decision making abilities
- Microsoft Office
- Windows Platform
- ITIL awareness (would be an advantage)
- Solid experience of supporting an end user environment is advantage
We offer
1st Line Support Engineer will provide first level support for the workspace area to users reporting IT problems. All users use the same desktop infrastructure platform, use standard hardware and are part of the same Active Directory domain. A set of tools will be provided to interact with clients via each support channel and analysts will be trained in operation and administration of the client’s tools. These include an incident management system, knowledge management, remote control tools and software support tools.