Service Experience Engineer

1 Month ago • All levels

Job Summary

Job Description

The Service Experience Engineer will provide remote technical support to end-users globally, addressing hardware and software issues, managing incidents, and ensuring smooth operations. Responsibilities include utilizing ServiceNow for request management, incident resolution, and knowledge base maintenance. The engineer will also build relationships with other teams, stay updated on service delivery trends, and contribute to continuous improvement initiatives. The role involves supporting SharePoint sites, delivering excellent customer service, and managing agreed SLAs.
Must have:
  • Experience as a Technical Support Engineer
  • Strong knowledge of ServiceNow
  • Experience with Office 365, SharePoint, Windows, and MacOS
  • Excellent problem-solving and prioritization skills
  • Strong communication skills
Good to have:
  • Knowledge of the ITIL framework
  • Relevant certifications

Job Details

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.

 

Similar Jobs

Evolution - Payroll Specialist

Evolution

Medellín, Antioquia, Colombia (On-Site)
9 Months ago
Penumbra - Senior Accountant (m/f/d)

Penumbra

Berlin, Berlin, Germany (Hybrid)
6 Months ago
Activate Games - Store Leader (Store Manager)

Activate Games

Pembroke Pines, Florida, United States (On-Site)
2 Weeks ago
Lionbridge Games - Community Coordinator

Lionbridge Games

Quebec, Canada (Hybrid)
2 Months ago
ION - Product Analyst/Associate, Italy

ION

Italy (Hybrid)
6 Months ago

Get notifed when new similar jobs are uploaded

Similar Skill Jobs

Nintendo - Supply Chain Training Specialist

Nintendo

North Bend, Washington, United States (On-Site)
7 Months ago
Keywords Studios - AI Language and Query Specialist (Italian)

Keywords Studios

Quebec, Canada (Remote)
1 Month ago
Streamline Media Group  Inc  - Accounting Associate

Streamline Media Group Inc

Kuala Lumpur, Federal Territory Of Kuala Lumpur, Malaysia (On-Site)
4 Months ago
Codeninja - Pre-Sales Associate

Codeninja

Lahore, Punjab, Pakistan (Hybrid)
1 Month ago
Sbm management - Assistant Site Manager

Sbm management

Wichita, Kansas, United States (On-Site)
3 Weeks ago
Trek - Senior HR Advisor

Trek

Wijchen, Gelderland, Netherlands (Hybrid)
2 Months ago
Nintendo - Brand Ambassador - Bilingual (French-English)

Nintendo

Montreal, Quebec, Canada (On-Site)
7 Months ago
Rockstar Games - Senior Cinematic Artist

Rockstar Games

Dundee, Scotland, United Kingdom (On-Site)
1 Week ago
Ness Digital - Lead .Net Full-stack Engineer

Ness Digital

Timișoara, Timiș, Romania (Remote)
2 Months ago
Invenio - MuleSoft Managing Consultant

Invenio

India (On-Site)
3 Months ago

Get notifed when new similar jobs are uploaded

Jobs in Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia

ByteDance - Datacenter Engineering (Facilities Management) - Infrastructure Engineering

ByteDance

Kulai, Johor, Malaysia (On-Site)
1 Month ago
NinjaVan - Senior Executive, Human Resources (Talent Acquisition)

NinjaVan

Subang Jaya, Selangor, Malaysia (On-Site)
6 Months ago
Microsoft - Test Engineer

Microsoft

Penang, Malaysia (On-Site)
1 Day ago
NinjaVan - Sales Assistant (Penang)

NinjaVan

Penang, Malaysia (On-Site)
6 Months ago
OKX - AML Operations Specialist

OKX

Kuala Lumpur, Federal Territory Of Kuala Lumpur, Malaysia (On-Site)
6 Months ago
PwC - Senior Associate - Assurance

PwC

Kuala Lumpur, Federal Territory Of Kuala Lumpur, Malaysia (On-Site)
6 Months ago
Google - Data Center Facilities Manager

Google

Kuala Lumpur, Federal Territory Of Kuala Lumpur, Malaysia (On-Site)
1 Week ago
Razer - Senior Channel & Merchant Success Specialist

Razer

Shah Alam, Selangor, Malaysia (On-Site)
7 Months ago
Larian Studios - Junior Gameplay Programmer

Larian Studios

Kuala Lumpur, Federal Territory Of Kuala Lumpur, Malaysia (On-Site)
2 Weeks ago
GosuGamers - Senior Social Media Executive (Honor of Kings)

GosuGamers

Kuala Lumpur, Federal Territory Of Kuala Lumpur, Malaysia (On-Site)
2 Months ago

Get notifed when new similar jobs are uploaded

Similar Category Jobs

Looks like we're out of matches

Set up an alert and we'll send you similar jobs the moment they appear!

About The Company

Kuala Lumpur, Federal Territory Of Kuala Lumpur, Malaysia (On-Site)

Kuala Lumpur, Federal Territory Of Kuala Lumpur, Malaysia (On-Site)

Kuala Lumpur, Federal Territory Of Kuala Lumpur, Malaysia (On-Site)

Kuala Lumpur, Federal Territory Of Kuala Lumpur, Malaysia (On-Site)

London, England, United Kingdom (On-Site)

Kuala Lumpur, Federal Territory Of Kuala Lumpur, Malaysia (On-Site)

View All Jobs

Get notified when new jobs are added by sitecore

Level Up Your Career in Game Development!

Transform Your Passion into Profession with Our Comprehensive Courses for Aspiring Game Developers.

Job Common Plug