Customer Experience Engineer

The Customer Experience Engineer at Logicalis Australia will provide support for all customer-facing technology issues and requests escalated by customer experience analysts. Located on-site at a customer office in South Brisbane, this role ensures customer service level agreements are met and provides a single point of contact for ownership of escalated requests and issues.

Key responsibilities include:

• Providing Level 2 Desktop/Deskside Support services for all end-user EUC equipment and systems
• Owning desktop connectivity support, including docking solutions, Audio Visual, patching, and wireless configuration
• Escalating to 3rd party support/vendors when appropriate, including warranty repair processing
• Producing KBAs to enable Customer Experience Analysts (L1 teams) to close more cases
• Providing diagnostic troubleshooting and incident resolution for on-site and remote users

Requirements:

• Technical understanding of LAN/WAN/Voice/Security in relation to End User technologies
• Knowledge of Microsoft Modern Device Management (Intune, M365)
• Experience supporting end-users with desktop, laptop, tablet, and mobile device issues
• Self-starter who remains calm and detail-oriented under pressure
• Passion for developing and sharing knowledge
• Ability to work well within a small team
• Relevant IT Technology qualification (Degree, Diploma, CompTIA, ITIL)

Logicalis Australia offers a range of benefits under their "Belong, Grow, and Thrive" promise, including equal paid parental leave, flexible working arrangements, diversity and inclusion initiatives, and career development opportunities. As part of a global team of 7,000+ innovators across 30 territories, you'll have the chance to make a tangible impact on diverse industries and shape the future of technology.