Customer Experience Engineer

We are looking for a Customer Experience Engineer to join our Managed Services team in Melbourne

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As a Customer Experience Engineer, you will play a crucial role in providing top-notch end user support services to our important customers in Australia and the surrounding region in person and remotely.

You will be part of a dynamic team that supports a large fleet of Microsoft/Windows technology-based issues and requests, ensuring our customers' systems run seamlessly.

Responsibilities:

Managing Microsoft technologies across our customers' end-user portfolios

Ensuring all policies, procedures and work instructions are followed in the interests of customer satisfaction and contractual obligations in agreed hours

Resolve incidents and requests within SLA

Maintaining accurate ICT spares inventory

Providing remote diagnostic troubleshooting and checks for customer incidents

Building and configuring new devices, onboarding/offboarding new users, managing user account administration and full IT infrastructure lifecycle

Responding, diagnosing, and resolving issues and requests, managing competing priorities between inbound requests and the ITSM queue, ensuring accurate and comprehensive notes are captured for each event

Liaising with users, suppliers, software/hardware vendors, and escalating all unresolved problems or requests to relevant teams.

Produce and update KBA's(Knowledge based articles) for Service desk and L2 engineers

Enforcing and reviewing process to ensure documentation is current and to initiate escalation as required

#LI-AC1

Our promise to our employees – Belong Grow and Thrive is our commitment to creating an environment that is inclusive to all, supports your professional and personal developmentand offers an environment where you can do life and work the way it works for you.

Here is how our benefits help you

Equal Paid Parental Leave to all primary and secondary carers.

Flexible and Focus Ways of Working that means structuring the way you work that works best for you and being the partner of choice for our customers, people and the planet.

Diversity Equity and Inclusion Commitment which puts Inclusion as a strategic priority for Logicalis Australia – investment across Employee Resource groups, DEI Training and Mentoring that supports a workplace with a culture of accountability and zero tolerance for un-inclusive behaviours.

Investment in your Leadership and career through our Grow program. Logicalis Australia is definitely a place where we see our people as the most valued Architects of Change. Our people have moved from Help-desk to Cloud-Engineering, from Sales to Management, from Operations to Senior Leadership. People here can have an idea, make a plan, and see it through. You can enjoy genuinely impacting change and controlling you own professional success.

About us

At Logicalis Australia, we're not just changing the game—we're driving the future of technology.

As the Architects of Change, our mission is clear: to become the leading technology services provider and employer in the Asia-Pacific (APAC) region.

By combining our expertise and resources, we are positioning ourselves as a tech powerhouse, ready to capture growth opportunities across APAC and deliver exceptional service to our customers.

You'll be part of a dynamic team of 7,000+ innovators, collaborating across 30 territories with over 10,000 clients from diverse industries. Every project presents a unique opportunity to make a tangible impact, empowering businesses to thrive in today's fast-paced tech landscape. With services that drive transformation and scalability—such as cloud, connectivity, collaboration, and security—you'll help optimise operations and enable teams to reach new heights. As a global leader, our managed services provide real-time insights into clients' digital ecosystems, 24/7.

Join us on this exciting journey, and let's shape the future of technology together

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