Customer Experience Solutions Expert
1 month ago
**Role Overview**
Logicalis Australia Pty Ltd is seeking a skilled Customer Experience Solutions Expert to join our team. As a key member of our customer-facing support team, you will be responsible for providing top-notch technical assistance and support to our clients.
**Responsibilities**
- Provide Level 2 desktop support services, resolving incidents and requests within the Service Level Agreement (SLA).
- Own desktop connectivity support, including docking solutions, audio-visual equipment, patching, and wireless configuration.
- Educate and empower Customer Experience Analysts (L1 teams) through knowledge base articles (KBAs) to enable them to close more cases.
- Deliver diagnostic troubleshooting and incident resolution for users onsite and remotely, ensuring accurate and comprehensive notes are entered into the ITSM tool for each event managed.
**Requirements & Qualifications**
- Technical understanding of LAN/WAN/Voice/Security in relation to End User technologies, with demonstrable experience in one or more technologies.
- Knowledge of Microsoft Modern Device Management (Intune, M365), having previously supported end-users with desktop, laptop, tablet, and mobile device issues.
- Pride in being a self-starter who remains calm and detail-oriented under pressure, exhibiting an engaging style of communication and customer-centricity in every interaction.
- Passion and desire to develop and share knowledge.
- Able to work well within a small team to achieve positive customer outcomes.
- Relevant IT technology qualification such as a Degree, Diploma, CompTIA, or ITIL.
**Benefits**
- Equal Paid Parental Leave to all primary and secondary carers.
- Flexible and Focus Ways of Working that means structuring the way you work that best suits your needs.
- Diversity Equity and Inclusion Commitment which puts Inclusion as a strategic priority for Logicalis Australia – investment across Employee Resource groups, DEI Training, and Mentoring.
- Investment in your Leadership and career through our Grow program.
**About Us**
At Logicalis Australia, 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 region. By combining our expertise and resources, we position ourselves as a tech powerhouse, ready to capture growth opportunities across APAC and deliver exceptional service to our customers.
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