Customer Experience Solutions Expert

1 month ago


Eight Mile Plains, Queensland, Australia Logicalis Australia Pty Ltd Full time

**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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