About the opportunity

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 Eight Mile Plains.

You will

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 remote diagnostic troubleshooting and checks for customer incidents; 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, 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