Customer Experience Engineer

Posted 5 Days Ago
Be an Early Applicant
Victoria
Mid level
Cloud • Information Technology • Internet of Things • Software • Business Intelligence
The Role
The Customer Experience Engineer provides Level 2 Desktop/Deskside Support, ensuring the resolution of device-related incidents and requests for end-users. This role requires ownership of desktop connectivity issues, collaboration with vendors for repairs, and the production of knowledge base articles to support the customer experience team.
Summary Generated by Built In

About the Role

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.

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

#LI-LY1

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

  • 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!

Top Skills

Microsoft,Intune,M365
The Company
HQ: Maidenhead
6,500 Employees
On-site Workplace

What We Do

Logicalis is an international solutions provider of digital services currently accelerating the digital transformation of its 10,000 customers around the world.

Through a globally connected network of specialist hubs, sector-leading experts (in education, financial services, government, healthcare, manufacturing, professional services, retail and telecommunications) and strategic partnerships (including Cisco, Microsoft, HPE, IBM, NetApp, Oracle, ServiceNow, and VMware), Logicalis has more than 6,500 employees focused on understanding customer priorities and enhancing their experience.

As Architects of ChangeTM, Logicalis’ focus is to design, support, and execute customers’ digital transformation by bringing together their vision with its technological expertise and industry insights. The company, through its deep knowledge in key IT industry drivers such as Security, Cloud, Data Management and IoT, can address customer priorities such as revenue and business growth, operational efficiency, innovation, risk and compliance, data governance and sustainability.

Similar Jobs

Auror Logo Auror

Director of Customer AU

Artificial Intelligence • Big Data • Retail • Security • Social Impact • Software • Business Intelligence
Hybrid
Melbourne, Victoria, AUS
212 Employees
160K-190K Annually

Block Logo Block

Merchant Support Specialist, Afterpay

Blockchain • eCommerce • Fintech • Payments • Software • Financial Services • Cryptocurrency
Hybrid
Melbourne, Victoria, AUS
12000 Employees

IDeaS Logo IDeaS

Customer Success Manager

Software • Analytics • Hospitality
Melbourne, Victoria, AUS
660 Employees

Xero Logo Xero

Learning & Development Specialist - CX

Cloud • Fintech • Information Technology • Machine Learning • Software
Hybrid
Melbourne, Victoria, AUS
4700 Employees

Similar Companies Hiring

Hedra Thumbnail
Software • News + Entertainment • Marketing Tech • Generative AI • Enterprise Web • Digital Media • Consumer Web
San Francisco, CA
14 Employees
HERE Thumbnail
Software • Logistics • Internet of Things • Information Technology • Computer Vision • Automotive • Artificial Intelligence
Amsterdam, NL
6000 Employees
True Anomaly Thumbnail
Software • Machine Learning • Hardware • Defense • Artificial Intelligence • Aerospace
Colorado Springs, CO
131 Employees

Sign up now Access later

Create Free Account

Please log in or sign up to report this job.

Create Free Account