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Level 3 - Customer Support Engineer

Logicalis Australia - Melbourne, VIC

Source: uWorkin


The Role:

As a Customer Support Engineer, you will troubleshoot and provide solutions for all technology issues, as escalated by junior engineers. You will ensure customer service level agreements are met and provide a single point of contact for ownership of escalated requests.

You will:

  • Be customer obsessed. Take full accountability for troubleshooting and resolving incidents for our clients - from initiation to completion - providing problem diagnosis, recommendations, and solutions
  • Ensure accurate and comprehensive notes are entered into the ITSM tool for each event, and that all policies, procedures and work instructions are followed in the interests of customer satisfaction and adherence to contractual obligations
  • Escalate, where necessary, to 3rd party support, vendors, or the Major Incident Management team
  • Mentor junior engineers, and produce KBA’s to enable them to close more cases
  • Question the status quo - reviewing current Logicalis processes, ensuring documentation is current, and potential value-add changes are brought to light and implemented effectively

What will you bring?

  • Experience with Automation and PowerShell scripting, offering technical support to external business customers
  • A conscientious nature. As someone who understands the pressures of flux to work-loads, you will be quick to offer help to a colleague who is under the pump
  • Pride in being a self-starter, known for maintaining a high attention to detail, and first class customer engagement, even when the pressure is on
  • Have a passion and desire to develop and share knowledge

What’s in it for you?

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. 

About Logicalis Australia

Logicalis Australia is a division of the Logicalis Group, an international IT Solutions Integrator who employs 5,800+ staff, across 65 locations worldwide. With operations in Melbourne, Sydney, and Malaysia. Logicalis Australia enables organisations to transform their internal capabilities and gain greater business value from their IT investment. 

Statement of Posting

​Logicalis Australia is an Equal Employment Opportunity employer. Qualified applicants will be considered for employment without regard to race, colour, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status or disability status. Recruitment agencies may not submit resumes/CVs through this website, LinkedIn, job boards or directly to managers. Logicalis Australia will not accept any unsolicited agency resumes and will not pay fees to any third-party agency or company that does not have a signed agreement with Logicalis Australia.