Advanced On-site Technician

Advanced On-site Technician role at Fujitsu. This role may be mobile or based on-site at a customer building or campus. We are Fujitsu; we use technology to make happier lives and are a global leader in technology and business solutions that transform organisations and the world around us.

Provide 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.

Location may be on-site at a customer site or working remotely as required.

• 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 decommissioning while maintaining data integrity within the CMDB.
• Maintenance and housekeeping of customers' physical infrastructure including desktop equipment, peripherals, telephony, print devices, and A/V equipment.
• Manage customer expectations by keeping them updated as cases progress and notifying of any delays.
• Log and maintain all customer interactions and activities in the correct ITSM tool.
• Escalate operational issues promptly as required.
• Accurately record and submit timesheets and project efforts in line with company requirements.
• Complete required training on time.
• Follow WHS practices and policies as set out by Fujitsu and the customer.
• Carry out other work as assigned by the Team Leader or Fujitsu management.

• Experience troubleshooting and maintaining PCs in a Windows environment.
• Experience with end-user technology support, Windows family of operating systems; XP and Windows 7 experience is advantageous.
• Strong customer-focused approach.
• Proven experience with desktop management tools.
• Proven experience in desktop, laptop, smart devices, and printer troubleshooting.
• Proven experience in troubleshooting software conflicts and performance issues.
• Proven experience using desktop diagnostic tools and incident management tools.
• Experience in problem management as leveraged by a desktop team.
• Basic knowledge of the ITIL framework.
• Tertiary qualification in IT or equivalent (e.g., certification) in the technology industry.
• Ability to work autonomously with minimal supervision and guidance.

We are an organisation with a strong set of values and a history of respecting fairness and equality, while promoting diversity, equity and inclusion. We 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 value diversity and have recognition for LGBTI+ inclusion and inclusion in our environment.
• Tailored career paths across our global organisation to support professional and personal growth.
• Customers trust us; we have an excellent reputation regionally and globally.
• Competitive reward and recognition programs, flexible work, volunteering leave and more.
• We live our values of aspiration, trust and empathy, every day.

As an inclusive employer, Fujitsu aims to recruit a diverse range of talents. We welcome applications from women and gender diverse people; Aboriginal and Torres Strait Islander people; Māori and Pacific peoples; LGBTI+ people; people with a disability; culturally and linguistically diverse people; and veterans and emergency responders. If you don't tick every box, please don't rule yourself out. We focus on hiring people who value inclusion, collaboration, adaptability, courage and integrity.