L1 IT Support Agent

Responsibilities

• Answer user calls, cases, and emails to identify root causes and conduct first-level troubleshooting
• Monitor the ticket system for new incidents and direct resolution using the knowledge base
• Route complex issues to the appropriate responsible teams for resolution
• Work closely with other IT support teams to ensure timely incident resolution
• Communicate with users to set expectations and ensure high customer satisfaction (CSAT)
• Maintain accurate and high-quality data during ticket logging and documentation

Requirements

• Proven experience in Customer Support, support services, or system administration
• Experience handling a high volume of incoming calls and managing stress effectively
• Exceptional English communication skills, both written and verbal
• Strong logical and analytical approach to technical problem-solving
• Familiarity with call logging, ticket triage, and escalation processes
• Customer-centric mindset with strong interpersonal skills

Preferred Qualifications

• Experience with Active Directory
• Knowledge of VMWare and vSphere
• Experience with Horizon Client
• Familiarity with ServiceNow

Benefits

• Primarily work-from-home (WFH) model
• Access to the Luxoft training center offering free courses in programming, software testing, business analysis, Agile, and more
• Opportunities for career growth and development across various IT directions

About the Company

Luxoft is a leading global provider of software engineering services, helping clients navigate digital transformation. We provide high-quality technical solutions and expertise across various industries, including financial services.