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?
The Level 2 Supporter is responsible for supporting customers in all end user device related IT requests. Incidents and requests might be assigned by Ticket from Service Desk or customer web-ticket. It will be assumed the responsibility to accept, solve or send the customer's enquiry to the right support organization. A set of tools will be provided to interact with clients via each support channel and Support Specialist will be trained in operation and administration of the client's tools. Project includes ITSM, remote assistance tools, request management tools and KMS systems. High level of client communication manner is required for every Level 2 Desktop Support Specialist as well as strong team player skills set. Additionally adherence to process and procedures to maintain quality and professionalism.
Bachelor's degree or equivalent work experience.
In-depth and excellent support knowledge of Microsoft Office, Internet Explorer, Lync and Windows 7.
Knowledge of Active Directory and group management
Knowledge of scripting tools and automation would be a benefit
Understanding of Automated Software Deployment for Enterprises, access management
Distributing, installing, updating and uninstalling software applications. Analitical skills to troubleshoot process
Excellent verbal and written communication skills.
Fluent written / spoken English and Polish. One of the following additional languages welcome: German, French, Italian.
Ability to work under pressure, to keep things simple, patience and creativity, conflict management skills.
Ability to recognize priorities and manage client's expectations
Demonstrate a high level of customer focus and empathy.
Proven extensive experience of supporting an end user environment.
Strong Teamwork and communication / information sharing.
Attention to detail and proactive management.
Strong situational analysis and decision making abilities.
ITIL v3 foundation.
Enjoys to provide remote support by phone.
Pre-shift team communication. State of the environment and ready for business checks
Incident queue coverage in shift patterns.
Manage and prioritize all tickets arriving on the dedicated L2 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.
Maintain high-quality incident data, recorded into ITSM incident booking system
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
Communicate with users requesting support
Join our Development Center in Wroclaw and become a member of our open minded, progressive and professional team. In this role you will be working on projects for one of our world famous clients. You will have a chance to grow your technical and soft skills, and build a thorough expertise of the industry of our client. On top of attractive salary and benefits package, Luxoft will invest into your professional training, and allow you to grow your professional career.
