Customer Experience Engineer

3 weeks ago

Eight Mile Plains, Australia Logicalis Australia Full time

The Customer Experience Engineer will provide support for all customer facing (Device and Common applications) technology issues and requests that are 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.

What you will do

• Provide Level 2 Desktop/Deskside Support services for all end user EUC equipment and systems, resolving incidents and requests within the Service Level Agreement.

• Own desktop connectivity support, including docking solutions, Audio Visual, patching and wireless configuration.

• Escalate to 3rd party support / vendors where appropriate including warranty repair processing.

• Produce KBAs to enable the Customer Experience Analysts (L1 teams) to close more cases.

• Provide diagnostic troubleshooting and incident resolution for users onsite and remote; ensuring accurate and comprehensive notes are entered into the ITSM tool for each event managed.

Requirements

• 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 orientated 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 to role IT Technology qualification such as Degree, Diploma, CompTIA, ITIL

Benefits

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 development and offers an environment where you can do life and work the way it works for you.

Here is how our benefits help you Belong, Grow and Thrive

  • 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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