Customer Experience Specialist

2 weeks ago


Eight Mile Plains, Queensland, Australia Logicalis Australia Full time
About the Role

The Customer Experience Engineer will provide support for all customer-facing (device and common applications) technology issues and requests escalated by the customer experience analysts. You will ensure customer service level agreements are met and provide a single point of contact for ownership of escalated requests and issues. In your role, you will be located on-site at a customer office in South Brisbane.

Key Responsibilities
  • Level 2 Desktop/Deskside Support: Provide support services for all end-user EUC equipment and systems, resolving incidents and requests within the Service Level Agreement.
  • Desktop Connectivity Support: Own desktop connectivity support, including docking solutions, audio-visual, patching, and wireless configuration.
  • Escalation and Troubleshooting: Escalate to 3rd party support/vendors where appropriate, including warranty repair processing. Provide diagnostic troubleshooting and incident resolution for users onsite and remote.
Requirements
  • Technical Knowledge: Technical understanding of LAN/WAN/Voice/Security in relation to End User technologies, with demonstrable experience in one or more technologies.
  • Microsoft Expertise: Knowledge of Microsoft Modern Device Management (Intune, M365), having previously supported end-users with desktop, laptop, tablet, and mobile device issues.
  • Communication Skills: 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.
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 (APAC) region. We're a dynamic team of 7,000+ innovators, collaborating across 30 territories with over 10,000 clients from diverse industries.



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