Advanced On-site Technician

2 weeks ago

Brisbane, Queensland, Australia Fujitsu Full time

Location:

  • Brisbane
  • Queensland
  • Date Published:


12-May-2023
  • Job Reference:
BH-144612

Advanced On-Site Technician

We are Fujitsu
We use technology to make happier lives. We are a global leader in technology and business solutions that transform organisations and the world around us.

We have a long heritage of bringing innovation and expertise, continuously working to contribute to the growth of society and our customers.


About the role

  • Support of desktop, infrastructure and services across multiple technology streams including, Hardware, OS, Software, Networks, Server, Print etc.
  • Respond to, resolve incidents and SRs within agreed SLA, and follow Fujitsu breach reporting process for any failed SLAs.
  • Asset refresh relocation deployment and decommission maintaining data integrity within the CMDB.
  • Maintenance and housekeeping of customers physical infrastructure including but not limited to desktop equipment, peripherals, telephony, print devices, audio/visual conferencing equipment.
  • Manage customer expectations by keeping them updated as their case progresses, notifying of any delays.
  • All customer interactions and activities are logged and maintained in the correct client ITSM tool.
  • Ensure prompt escalation of any operational issues.
  • Ensure that all Timesheets and project efforts are accurately recorded and submitted on time as per company requirements.
  • Ensure all required training is completed on time.
  • Be aware WHS practices, instructions and policy as set out by Fujitsu and Customer.
  • Carry out other work as assigned by TL or Fujitsu management.
  • Adherence to WHS policy and process, calling out concerns and working with TL to have incidents logged as per policy.
  • Create and maintain knowledge and technical documentation to ensure information is accurate and up to date including but not limited to Troubleshooting, How to Guides, and Operational procedures.
  • Identify SIP opportunities including technical solutions, gaps in knowledge, documentation, and automation that deliver efficiency or cost savings internally and externally.
  • Provide Training on customer EUS devices to, the Service Desk staff and Customer End Users to improve productivity and customer service.
  • When requested assist with project activities (internally or externally).
  • Personal Accountabilities
  • You will be responsible for the following:
  • Be an advocate of Fujitsu culture and values and ensure adherence to all current and future Fujitsu and client endorsed Policies, Processes and Procedures
  • Liaise directly with team members, team leader, supported customer staff or other third parties to obtain required outcome for delivery of the EUS service.
  • Other key teams either internal or external that affect directly on delivery of EUS Services at your customer.

About you

  • 6 months minimum experience with supporting End User Devices at level 1+ this can be remote support.
  • Level 1 and level 2 technical knowledge of hardware and peripherals i.e. laptops, notebooks, workstations desktop PC's, printers, media and audiovisual equipment BYOD and mobility.
  • A basic understanding and knowledge of Active Directory, Microsoft Exchange, SCCM, End-Point Imaging.
  • Demonstrated entry level or basic working knowledge of basic IT infrastructure and network equipment i.e. routers, switches, servers, virtualization, VPN, RSA, Citrix, VMware, Hyper-Converged Infrastructures
  • Strong verbal and written communication, ability to articulate technical information to the target audience.
  • Some experience in troubleshooting and maintaining PCs in a Windows environment.
  • Benefit
  • Experience with Service Now, MCP & ITIL v3 Foundations Certification

Why Fujitsu?

We are an organisation with a strong set of values and a history of respecting fairness and equality, whilst promoting diversity, equity and inclusion.

We constantly push ourselves to do better and strive to bring together a diverse mix of perspectives and talents in an inclusive environment, where we encourage our people to bring their full selves to work.

We call this
-
Be Completely You.

  • We put people first. We believe in the power of diversity to drive innovation and our Work180 accreditation, AWEI Gold Employer status and Rainbow Tick certification for LGBTI+ inclusion show that we value an inclusive culture.
  • We offer tailored career paths across our global organisation to support your professional and personal growth.
  • Our customers trust us. We have an excellent reputation across the region and globally.
  • Best in class reward and recognition programs flexible work, volunteering leave and more.
  • We live our values of aspiration, trust and empathy, all day, every day.

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