The Team
The End User Compute team consists of deployed engineers to customer sites and roaming technicians. The team have a strong technical background and can sufficiently handle most technical requests that an end user may log. Success is measured by customer feedback and leading indicators of support health including the age of open tickets.
The Role
As Customer Experience Engineer you will provide end user support for all technology issues and request that are escalated by the customer service analysts. You will ensure customer service agreements are met and provide a single point of contact for ownership of escalated requests and issues. The role will be based in our Sydney office and at our main client’s office in Port Botany, NSW.
Your core responsibilities will consist of:
- Ensuring all policies, procedures and work instructions are followed in the interests of customer satisfaction and contractual obligations in agreed hours.
- Resolve incidents and requests within SLA.
- Escalate to 3rd party support/ vendors where appropriate.
- Initiate and complete problem diagnosis & produce recommendations.
- Produce KBA’s (Knowledge based articles) to enable the Service Desk Analysts to close more cases.
- Enforcing and reviewing process to ensure documentation is current and to initiation escalation as required.
- Implement authorised changes.
- Diagnosing issues and provide solutions, utilising knowledge entries where possible.
- Maintaining accurate ICT spares inventory.
- Providing remote diagnostic troubleshooting and checks for customer incidents.
What will you bring?
- Strong technical understanding of LAN/WAN/Voice/Security/Server/Desktop technologies with demonstrable experience in one or more technologies.
- Possess a strong understanding of ITIL processes.
- Australia drivers licence is required.
- Excellent written and verbal communication skills.
- Ability to priorities a high demanding workload and conscientious of time management.
- Pride yourself on being a self-starter who works well under pressure with high attention to detail.
- Exhibit outstanding customer management skills.
- Have a passion and desire to develop and share knowledge.
As a valued member of ‘Logicalis Australia’ you will enjoy several benefits, such as;
- Supportive team environment: Confidential pulse checks tell us we are known for being "Unselfish with knowledge", "Flexible and Diverse" and "Give a shout-out and there will always be help"
- Pick your own adventure: Our people have moved from Help-desk to Cloud-Engineering. Admin to Project/Program Management. Project Management to Product Development. If something interests you, we’ll fund you to learn it, so you can become it!
- Breadth of experience and purpose: People here can have an idea, make a plan, and see it through. Our people enjoy genuinely impacting change and controlling their professional success.
- Flexible, modern, working arrangements: Find your own method for collaboration and productivity to achieve a happy balance.
*Do I need to meet all the requirements to apply?*
Studies by several different sources have shown that, on average, men will apply for a job if they meet 60% of the application requirements. In contrast, women/non-binary people will seek to match a much higher percentage of the requirements before applying.
We encourage everyone to apply and give us a chance to evaluate your skills and experience. We are all learning on the job, and although the listing above has been carefully compiled, we are also open-minded and interested to hear about the value you can bring to the role and Logicalis.
*How can I demonstrate that I have particular needs in the application process?*
For people living with disabilities, chronic illnesses, or neurodiversity, adjustments and support can make a decisive difference in the application process. If you need any specific accommodations (tools, time, etc.) and feel comfortable disclosing this, please let us know.
