Internal Client Support Engineer
Our purposeSmall business makes the world go round – it's the heart of the global economy. At Xero we want millions of small businesses to thrive through beautiful software, advice and connections. We aim to make being a small business more efficient and profitable, and more enjoyable too. 
How you'll make an impactAs part of the Internal IT team your are responsible for providing 1st and 2nd level support to Xero's rapidly growing internal client user base. As this role has a large customer facing element, you will be a highly visible representative of the Xero team. Excellent customer service is a key component of this role.
What you'll do

• Diagnosing, investigating and resolving 1st and 2nd level incidents and problems
• Responding rapidly to these user requests and logged incidents
• New user setup and general Active Directory user administration
• Support for internally used SaaS applications Identifying the underlying root cause of incidents and logging problem calls when necessary
• Maintain documentation for support and operational processes and issuesLiaise with Xero's 3rd parties as and when needed to resolve technical issues
• Maintain up-to-date knowledge of technology standards, industry trends and emerging technologies by attending relevant conferences and reading widely Work autonomously within a team.
• Support other members and contributing to team goals and spirit. 
• Assist others as needed to ensure that overall service objectives and targets of the team are achievedContribute to continuous improvement by making suggestions to improve systems, processes and procedures.Assist the project team with project handover and project related desktop support tasks

Success looks like

• Able to provide excellent customer service at all times
• Incidents attended to within agreed SLA's
• Anticipating and problem solving across all business groups to ensure smooth running of the Xero business
• Ownership of all responsibilities covered by the role
• Ability to go above and beyond what's required to ensure the correct result for the customer

What you'll bring with you
Critical competencies

• A logical problem solver at all different levels
• Multi-tasking abilities
• Ability to think outside the box when traditional problem solving methods cannot be applied
• Excellent interpersonal and customer service skills

Experience

• Experience in Microsoft, Apple and cloud delivered technologies
• Past experience working within an ITIL aligned helpdesk system and infrastructure

What we value 
#human Real people with passion and purpose,Who make a difference
#ownership Own it, drive it, deliver
#champion Leading the way - creating opportunities for our customers, partners and each other
#challenge We dream big, inventing better ways to do business
#beautiful Everything we do. Engage. Delight. Inspire