Lead On-site Technician

6 months ago

Canberra, Australia Fujitsu Full time

**Lead On-Site Technician**

**We are Fujitsu**

The Lead On-Site Technician is responsible for the provision of customer centric onsite End User Support to a Fujitsu customers as assigned. This includes but is not limited to support of the following:

- Operating System and Desktop Management client software;
- Nominated Fujitsu supported Applications and Peripherals;
- PC Systems and Peripherals;
- Smart devices; and
- Induct new customer staff in basic use of IT tools.

This role will require knowledge of the client environment and close working relationships to foster innovation for continual service improvement. You will be supported through our Staff Enablement Model which will allow you to demonstrate initiative, decision making, personal leadership and will ensure effective and professional communication are delivered to all relevant parties.

**About the role**
- Support of desktop, infrastructure and services across multiple technology streams including, Hardware, OS, Software, Networks, Server, Print etc.;
- Respond to and 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
- 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 and 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;
- Contribution to operational action items, and continual service improvement plans;
- When requested assist with project activities (internally or externally);
- When requested assist with Root Cause remediation efforts and
- Always have a CAN DO approach to your work.

**About you**

**Essential Knowledge, Skills and/or Experience**

Demonstrated entry level technical knowledge of hardware and peripherals i.e. laptops, notebooks, workstations desktop PCs, printers, media and audio visual equipment BYOD and mobility;
Demonstrated entry level 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.

Professional customer service skills;
Ability to work well within a team while fostering relationships and partnerships; and

Can do attitude.
- ** Must hold current or reinstatable AGSVA NV1 clearance**

**Preferred**:
Demonstrated experience and knowledge of the use of an incident management toolsets;
Knowledge of Apple MAC, IOS and Android Operating Systems;
Experience with a range of end user management tools including but not limited to SCCM;
Some experience in troubleshooting and maintaining PCs in a Windows environment; and

Some experience with end user technology support.

**Benefit**:
Cert IV Information Technology or higher;
Experience with Service Now;
Understanding of the ITIL framework;
Microsoft Certified Professional (MCP);
ITIL v3 Foundations Certification; and

IT Degree or other IT related certifications.

**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 AWEI Gold Employer status and Rainbow Tick certification for LGBTI+ inclusion

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