Advanced On-site Technician

2 weeks ago

Brisbane, Queensland, Australia Fujitsu Full time

Location:

  • Brisbane
  • Queensland
    Date Published:
  • 22Jan2024
    Job Reference:
BH-155148

ADVANCED ONSITE 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

  • Provides technical support activities as part of service delivery provision and/or projects deployment, including installation, troubleshooting, problem resolution and maintenance. Responds to customer questions regarding operation and malfunctions. Advises customers on preventative maintenance and configuration adjustments to improve product performance and customer satisfaction May be mobile or based on site at a customer building or campus. Relatively selfsufficient, acting with some depth of specialization in a given area.
  • Feedback from customers, Project Manager, Service Lines etc.
  • Proven track record working with product authority and external vendor support teams.
  • Proven track record of problem resolutions.
  • Successful solution designs implemented and Evidence of sharing and reuse of knowledge.
  • Successful definition, implementation and conformance to processes and Service level requirements met.
  • Response and resolution to escalated issues in a timely manner. Problem ownership demonstrated.
  • Meets project deadlines and costs within own scope of responsibility. Successful track record of leading small projects.
  • Errors with workarounds or fixes provided in a timely manner. Successful track record of working with third parties.
  • Skills matrix up to date with products / systems/ technologies and techniques.
Contribution to product forums and working parties.
Up to date personal learning plan available.

About you

  • Technical Capability. Works within a team with little supervision as an established systems/product specialist (e.g. detailed knowledge of the configuration of interlinked systems, implementing technical changes, building software regimes and contributing technically to service development) to support end users.
  • Process. Follows established processes, releasing to the change control process verified, validated and documented enhancements to eliminate problems and proactively develop the service.
  • Service Level. Recognizes opportunities to improve performance against Service Level. Acts as a point of escalation to resolve service delivery issues. Monitors performance through statistical reporting and analysis.
  • Project Work. Works within the team or under guidance from the project manager with implementation of technical designs to meet service delivery requirements within own area of responsibility.
  • Customer Relationship. Establishes working relationships with customer's organization to deliver and enhance the service.
  • Problem Solving. Takes ownership in obtaining the information, evidence and data required to diagnose and resolve more complex problems (both new and known), Escalates or gains support where appropriate. Proactively analyses, trends and reports on information (e.g. on performance service levels) in a timely manner to resolve problems, maintain and enhance service.
  • Team Working. May train and coach members of the team to provide knowledge, assistance and advice. Works in a problem solving team to resolve service issues. May stand in for a team leader.
  • Business Awareness. Understands the requirements of the customer's business, the scope of the contract and knows how issues impact the delivery of service. Recognizes and reports opportunities to team manager and other relevant parties for additional business.
  • Professional Development. Maintains awareness of technical and service developments, taking the initiative to extend own knowledge to learn about products, technologies and techniques to deliver enhanced service

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, trus

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