Advanced On-site Technician

3 weeks ago

Barton, Australia Fujitsu Full time

**Location**:

- Barton - Australian Capital Territory**Date Published**:

- 23-Nov-2023**Job Reference**:
BH-150847-2

**Advanced On-Site Technician - VIP Support**

**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**
- Provide 1st -3rd level support to customer executives using a wide range of
- Devices including but not limited to:

- APPLE MAC OSX
- WIN7 - 10
- Apple iPhones and iPads
- Provide support for Fujitsu’s system management processes and tools, including Virus updates, data backup and restore services, system monitoring processes and system access processes.
- Provide services to the Customer within agreed service delivery time frames And SLA’s.
- Provide ongoing support to ensure smooth and efficient customer operations Maximising customer satisfaction.
- Use service delivery processes efficiently, effectively and accurately.
- Use procedures and tool-sets to maintain open communications with end users.
- Assist with the development and enhancement of relevant standards, procedures And guidelines.
- Proactive identification of service improvement initiatives that need to be investigated.
- Ascertain the scope of issues and actively work to resolve them where possible and/or escalate them where they are out of the scope of this jobs purview.
- Carry out and complete small projects on a range of issues relating to systems, services and responsibilities assigned to Fujitsu Services.
- Presenting Fujitsu as One to our customers through regular interaction, effective teamwork and communication with peers across multiple competencies and customers. Ensure clarity and awareness of all activities and plans.
- Awareness of customer trends/developments to identify efficiency improvements.
- Contribute to the maintenance of documentation on standard technical configurations, changes, or variations to the standard technical configurations, as well as associated standard processes and operating procedures.
- Ensure documentation is reviewed at least annually.
- Training completed as required to close any gaps identified by Team Leader. Committed to leveraging knowledge from more senior team members and self identifying/suggesting training opportunities.
- Ensure that skills are maintained and enhanced in specialist areas relating to product knowledge, services knowledge, or industry knowledge.
- Completion of time sheets, leave requests, overtime, on-call, time in-lieu and expense claims within deadlines.
- The Desktop Support Analyst will also carry out other duties as maybe specified from time to time by the EUS Team Leader.

**About you**
- 1+ years in Exec or VIP support role
- 2+ years troubleshooting and maintaining Apple devices including OSX.
- 3+ years troubleshooting and maintaining PCs in a Windows environment.
- 2+ years’ experience with end user technology support.
- Windows family of Operating Systems, Win7 to Win10, MS Office suite (2013, 2016 and 365) including Outlook, Word, Excel, PowerPoint, Access
- Excellent customer focused approach in dealing with VIPs.
- Proven experience with the of desktop management tools.
- Proven experience in Desktop, Laptop, Smart devices, and printer troubleshooting.
- Proven experience in troubleshooting software conflicts and performance issues.
- Proven experience in use desktop diagnostic tools.
- Proven experience in the use of an incident management tool.
- Experience in problem management as leveraged by a EUS team.
- Basic knowledge of the ITIL framework.
- Able to work under self-direction as required in completing duties and delivering services.
- Proven experience in coordinating and managing 3rdparties in delivery of service.
- Tertiary qualification, preferably relevant to the Information Technology industry, or equivalent (e.g. Certification)
- Proven analytical skills
- Proven experience in problem resolution in an end user support environment.
- **Must hold current or reinstatable AGSVA NV1 or NV2 clearance**

**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 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

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