Customer Experience Engineer

Logicalis; Cyberjaya; Hybrid; MYR 100,000 - 150,000; Full time

Job summary

A leading technology service provider in Cyberjaya is seeking a Customer Experience Engineer to deliver top-notch end user support. The successful candidate will manage Microsoft technologies and onboard new users. Ideal applicants should have at least 3 years of experience in end user support and familiarity with JIRA and ServiceNow. The position offers a hybrid working model and various growth opportunities within the company.

Benefits

Supportive team environment

Flexible working arrangements

Opportunities for professional development

Qualifications

• Minimum 3 years of experience in an end-user support role.
• Hands-on experience with device maintenance and troubleshooting.
• Ability to manage competing priorities effectively.

Responsibilities

• Managing Microsoft technologies across our customers' end-user portfolios.
• Building and configuring new devices for users.
• Responding, diagnosing, and resolving issues effectively.

Skills

End user support

JIRA

ServiceNow

ITIL processes

Time management

Knowledge of Office 365

Job description

Overview

We are seeking for a Customer Experience Engineer as part of our expansion of our team in Cyberjaya.

As a Customer Experience Engineer, you will play a crucial role in providing top-notch end user support services to our important customers in Australia and the surrounding region.

You will be part of a dynamic team that supports a large fleet of Microsoft/Windows technology-based issues and requests, ensuring our customers' systems run seamlessly.

Responsibilities

• Managing Microsoft technologies across our customers' end-user portfolios
• Building and configuring new devices, onboarding/offboarding new users, managing user account administration and full IT infrastructure lifecycle
• Responding, diagnosing, and resolving issues and requests, managing competing priorities between inbound requests and the ITSM queue, ensuring accurate and comprehensive notes are captured for each event
• Liaising with users, suppliers, software/hardware vendors, and escalating all unresolved problems or requests to relevant teams

Requirements

• Min 3 years of experience in end user support role
• Experience in JIRA and ServiceNow
• Exposure in ITIL processes will be an advantage
• Ability to prioritise a demanding workload with a conscientious approach to time management
• Team spirited attitude with a passion for knowledge sharing and continuous improvement
• Exposure to ITSM/JIRA or Service Now, hands-on device maintenance and troubleshooting experience
• Knowledge of Office 365 and/or SCCM is a big plus.

Benefits

As a valued member of Logicalis Asia Pacific MSC 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 Helpdesk 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: A hybrid working model that allows for a balance of productive remote working and in-person collaboration.

Do I need to meet all the requirements to apply?

No. Studies by several different sources have shown that, on average, men will apply for a job if they meet 60% of the requirements. In contrast, women, non-binary, and neurodivergent people aim for closer to 90%! Please don’t let us miss out on everything you have to offer just because there is some upskilling to do. We can teach the specifics of the job. What we can’t teach is Character – ie Confidence, Capability, Curiosity.

About Us

We are Logicalis, Architects of Change. We assist organizations in succeeding in a digital-first world by harnessing our collective technology expertise. Our lifecycle services, including cloud, connectivity, collaboration, and security, optimize operations, reduce risk, and empower employees. As a global tech service provider, we also deliver managed services to provide real-time visibility and insights across clients' digital ecosystems. With 7000+ employees in 27 countries, we help 10,000+ clients globally create sustainable outcomes through technology.

For people living with disabilities or neurodiversity; adjustments and support will be made available to create a more comfortably aligned application process. If you need any specific accommodations (tools, time, etc.), and feel comfortable disclosing this, please let us know and we’ll be glad to facilitate.