support engineer in financial services

Luxoft’s client is a leading financial institution operating across the EMEA region and providing financial services to individuals and businesses.

• Answer user calls, cases, and emails, identify root causes, and perform first-level troubleshooting;
• Monitor the ticket system for new incidents;
• Direct incident resolution using the knowledge base;
• Route issues to responsible teams for resolution;
• Work closely with other IT support teams to ensure timely incident resolution;
• Communicate with users, set expectations, and ensure CSAT is met.

• Experience in Customer Support or Infrastructure Support;
• Previous experience in support services or system administration;
• Experience handling a high volume of incoming calls;
• Stress resilience;
• Exceptional English communication skills, both written and verbal;
• Strong interpersonal skills and a customer-centric approach;
• Ability to empathize with users and actively listen to their concerns;
• Logical and systematic approach to technical problem-solving;
• Strong analytical skills and attention to detail;
• Ability to troubleshoot complex problems effectively;
• Familiarity with call logging, ticket triage, and escalation processes;
• Ability to prioritize and escalate tickets based on urgency and severity;
• Understanding of quality data in ticket logging;
• Nice to have: Active Directory, Citrix Director, VMWare, Horizon Client, ServiceNow.

• Access to free Luxoft training covering programming, software testing, business analysis, Agile, and other topics;
• Relocation options may be available;
• Annual holiday of 20 or 26 days, depending on overall seniority;
• Occasional leave of 1 or 2 days depending on the circumstances;
• Child care leave of 2 days or 16 hours per year;
• Absence due to force majeure of 2 days or 16 hours per year;
• Maternity leave of 20 weeks;
• Parental leave of 41 weeks;
• Paternity leave of 14 days;
• Multisport card and family member options at the corporate rate;
• Wellbeing seminars, contests, relaxation sessions, and yoga sessions;
• Preferential banking, car leasing, and cafeteria program discounts;
• Social Benefit Fund support for sport, recreation, and financial assistance;
• Private healthcare insurance with unlimited access to specialists;
• Full dental support and travel insurance;
• Private healthcare and life insurance options for family members;
• Reimbursement for corrective glasses;
• Social and online company events;
• Rotation between projects and accounts;
• New career opportunities;
• Work schedule from 6:00 am to 7:00 pm UK time, Monday through Friday, with minimal weekend coverage from 7:30 am to 4:00 pm UK time;
• Benefits depend on the form of cooperation and apply to employees under a contract of employment.