Service Experience Engineer

Service Experience Engineer

We are seeking a skilled and dedicated Service Experience Engineer to join our technical support team, playing a crucial role in providing technical support to end-users within Sitecore.

Your responsibilities will include servicing universal requests, resolving hardware and software issues, managing incidents, and ensuring smooth ET operations and productivity throughout Sitecore.

You will need experience in ServiceNow, Microsoft Office 365, SharePoint, Windows OS, and MacOS. Additionally, you’ll be expected to deliver exceptional customer service and contribute to continuous service improvement initiatives.

What you'll do:

• Provide remote technical support to end-users, located globally, across different functional areas, utilising a mix of Windows Laptops and MacBooks
• Utilise ServiceNow for universal requests, incident management, problem resolution, and knowledge base creation and management
• Manage and update tickets daily, ensuring timely resolution
• Identify knowledge gaps and curate new content
• Create and maintain KBs, documentation and reports
• Identify knowledge gaps and curate new content.
• Escalate complex or unresolved problems to senior engineers or third-party vendors
• Manage and maintain agreed SLAs, including prioritizing and adjusting individual priorities to reflect the daily changing needs of Sitecore, and associated risk management
• Build and maintain relationships with all ET and functional areas to ensure that ET-delivered services and Sitecorian productivity goals are understood and exceeded
• Stay abreast of trends in service delivery, ITIL, technologies, policies, procedures, and other external changes that could have an impact on service experience delivery and support
• Strive for continuous improvement of the Service Experience for Sitecorians
• Assist with the support and management of SharePoint sites, libraries, and permissions
• Provide excellent customer service via ServiceNow and MS-Teams

What you'll need:

• Proven experience as a Technical Support Engineer.
• Strong knowledge of and experience with ServiceNow.
• Experience in supporting Office 365, SharePoint, Windows, and MacOS.
• Excellent problem-solving skills and the ability to prioritize tasks.
• Strong communication skills, with the ability to explain technical issues in clear and non-technical language.
• Knowledge of the ITIL framework (or equivalent), the IT support lifecycle, associated methodologies, and their practical application
• Relevant certifications (e.g., ITIL, Microsoft Certified: Modern Desktop Administrator Associate) are a plus.