Advanced On-site Technician

3 weeks ago

Gold Coast, Australia Fujitsu Full time

Location:
- Gold Coast - Queensland- Date Published:
- 12-May-2023- Job Reference:
BH-144611

**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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