Junior Workplace Experience Engineer (Desktop & Office)
Job Summary
Job Description
The Junior Workplace Experience Engineer (Desktop & Office) will be a crucial part of the technical support team, focusing on the preparation, distribution, recovery, and auditing of laptops and MacBooks, providing technical support to end-users within Sitecore and Office IT requirements in EMEA. This role involves servicing request tickets, resolving hardware and software issues, and ensuring smooth ET operations and productivity. The engineer will also deliver excellent customer service and contribute to continuous service improvement initiatives. Key responsibilities include preparing/building/distributing/managing Laptops and MacBooks, providing remote technical support to global end-users, managing service tickets, creating and maintaining KBs and documentation, escalating complex problems, maintaining SLAs, building relationships with ET and functional areas, staying abreast of service delivery trends, and striving for continuous improvement of the Workplace Experience.
Must have:
- Knowledge of Office 365 (Word, Excel, PowerPoint, etc).
- Knowledge of building/configuring of Windows laptops and Apple products.
- Curiosity and willingness to learn new technologies and tools.
- Proactive mindset and willingness to go the extra mile.
- Excellent problem-solving skills and ability to prioritize tasks.
- Excellent communication skills.
Good to have:
- Comfortable in fast-paced, dynamic environments.
- Strong time management and organizational skills.
- Knowledge of automation tools or scripting.
5 skills required
Job Details
About Us:
Our mission is to elevate leading brands through unforgettable digital connections with their customers. Sitecore delivers a composable digital experience platform that empowers the world’s smartest and largest brands to build lifelong relationships with their customers. A highly decorated industry leader, Sitecore is the leading company bringing together content, commerce, and data into one connected platform that delivers millions of digital experiences every day. Thousands of blue-chip companies including American Express, Porsche, Starbucks, L’Oréal, and Volvo Cars rely on Sitecore to provide more engaging, personalized experiences for their customers. Learn more at Sitecore.com.
Sitecore’s foundation is our diverse group of passionate, smart, innovative, and collaborative individuals located across four continents and over 25 countries. Having a wide range of perspectives, experiences, and skills is what makes us the company we are today. The Sitecore values are what drive and unite us across the globe.
About the Role:
We are seeking a Junior Workplace Experience Engineer (Desktop & Office) to join our technical support team, playing a crucial role in providing Laptop and MacBook preparation, distribution, recovery and audit, with technical support to end-users within Sitecore and Office IT requirements in EMEA.
Your responsibilities will include servicing request tickets, resolving hardware and software issues and ensuring smooth ET operations and productivity throughout Sitecore; with some travel within the EMEA region on an irregular basis.
Additionally, you’ll be expected to deliver exceptional customer service and contribute to continuous service improvement initiatives.
What You’ll Do:
- Prepare/build/distribute/manage Laptops and MacBooks
- Provide remote technical support to end-users, located globally, across different functional areas, utilising a mix of Windows Laptops and MacBooks
- Manage and update service tickets, ensuring timely resolution
- Create and maintain KBs, documentation
- Escalate complex or unresolved problems to senior engineers or third-party vendors
- Manage and maintain agreed SLAs
- 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, technologies and other external changes that could have an impact on service experience delivery and support
- Strive for continuous improvement of the Workplace Experience for Sitecorians
- Provide excellent customer service via ServiceNow and MS-Teams
What You Need to Succeed:
- Knowledge of Office 365 (Word, Excel, PowerPoint, etc), building/configuring of Windows laptops and Apple products
- Curiosity and a willingness to continuously learn new technologies and tools (including AI)
- A proactive mindset with a willingness to go the extra mile
- Excellent problem-solving skills and the ability to prioritise tasks
- Communication skills, with the ability to explain technical issues in clear and non-technical language
- Excellent problem-solving skills and the ability to prioritize tasks
- Comfortable in fast-paced, dynamic environments.
- Time management and organizational skills.
- Knowledge of automation tools or scripting is a bonus
Additional Skills that could set you apart:
- Comfortable in fast-paced, dynamic environments.
- Strong time management and organizational skills.
- A proactive mindset with a willingness to go the extra mile.
- Demonstrated curiosity and a willingness to continuously learn new technologies and tools.
- Knowledge of automation tools or scripting is a bonus
Why you should click ‘Apply’:
- Great team and company culture! You can find out more about our company culture in the Sales and Customer Success team and our commitment to creating a diverse and inclusive workplace, on our YouTube Channel. Thanks to the work of every employee globally, Sitecore has been recognized for its award-winning Culture by Comparably.
Sitecore is proud to be an equal opportunity workplace. We are committed to equal employment opportunity without unlawful regard to race, color, ancestry, religion, gender, national origin, sexual orientation, age, citizenship, marital status, disability, veteran status or any other local legally protected characteristic.
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