L1 IT Support Engineer - Remote (UK Hours)

Luxoft Poland; Poland; On-site; PLN 70,000 - 100,000; Full time

Job summary

Luxoft Poland is seeking an L1 IT support engineer to join a newly established client-facing IT support team. You will handle calls, chats, emails and tickets, perform first-level troubleshooting and route issues to specialist teams.

The team operates mainly in a work-from-home setup with coverage from 6:00 to 19:00 UK time, Monday to Friday, with limited weekend hours. Strong English and customer-focused mindset are essential.

Qualifications

• Experience in Customer Support.
• Experience in support services or system administration with high-volume support.
• Exceptional English communication, written and verbal.
• Strong interpersonal and customer-centric approach.
• Systematic, analytical problem-solving abilities.
• Familiarity with call logging and ticket management processes.
• Awareness of data quality in ticket documentation.

Responsibilities

• Answering user calls, cases and emails and identify root causes.
• Conduct first level troubleshooting and leverage knowledge base.
• Monitor ticket system for new incidents and update status.
• Route issues to appropriate teams for resolution.
• Collaborate with IT support teams to ensure timely resolutions.
• Communicate with users to manage expectations and CSAT.
• Maintain quality data in ticket logging.

Skills

Customer Support

System Administration

English Proficiency

Call Logging

Ticket Management

Problem Solving

Stakeholder Communication

Job description

Luxoft Poland is seeking an L1 IT support engineer to join a newly established client-facing IT support team. You will handle calls, chats, emails and tickets, perform first-level troubleshooting and route issues to specialist teams.

The team operates mainly in a work-from-home setup with coverage from 6:00 to 19:00 UK time, Monday to Friday, with limited weekend hours. Strong English and customer-focused mindset are essential.