Advanced On-site Support Specialist

2 months ago

Sydney, New South Wales, Australia Fujitsu Full time
About Fujitsu

We are a Japanese company with a strong set of values and a history of respecting fairness and equality, whilst promoting diversity and inclusion. Our mission is 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 are committed to reflecting the diversity of our society and customers. We are a Disability Confident company, a Times Top 50 employer for Women, and a signatory for the Race at Work Charter. We are also committed to the United Nations Sustainable Development Goals and have been recognised as an AWEI Bronze employer for our LGBTI+ inclusion.

About the Role

The On-site Technician role is to provide efficiencies and knowledge to Fujitsu's customers by providing ICT service desk management and support and to improve the end user experience.

Key Responsibilities
  • Provide support to our customer, ensuring prompt resolution of Incidents and Service Requests, either by resolving them yourself, or through appropriate escalation to a higher level
  • Manage calls from initiation to resolution, ensuring the customer is kept informed all the way, and ensuring expectations are set and met
  • Provide a high level of customer service throughout all communications with the end user
  • Respond efficiently to all contacts in accordance with applicable SLAs
  • Continue to record into the standard service management software, all activities performed as part of the management of all issues or queries worked on, up to and including closure
  • Make all possible attempts to resolve all resolvable Incidents and Service Requests within a ten-minute window using personal technical knowledge, knowledge base articles, procedures and scripted questions
Requirements
  • Demonstrated experience troubleshooting and maintaining PCs in a Windows environment
  • Good experience with end user technology support
  • Basic knowledge of the ITIL framework
  • Strong customer focused approach in dealing with clients
  • Sound knowledge of SOE principles and concepts
  • Able to work under self-direction as required in completing duties and delivering services
  • Experience in problem management as leveraged by a desktop team
  • Experience in desktop diagnostic tools
  • Strong written and verbal communication skills
  • Self-motivation and ability in punctuality, time management, presentation and administration

Please note that due to the inherent requirements of the role, candidates must be Australian Citizens and hold a minimum Baseline Australian Federal Government Security Clearance. The role will or will likely involve access to controlled technology, must satisfy additional restrictions and requirements as a consequence of the International Traffic in Arms Regulations and the Export Administration Regulations.

Fujitsu complies with government legislation in various jurisdictions which in certain circumstances may impose a requirement that certain workers be vaccinated against COVID-19 (or otherwise have a valid exemption). Also, for client facing roles, many of our customers require our staff to be vaccinated to attend their workplaces. Based on Fujitsu's assessment of workplace risk and the safety and wellbeing of our people and consultation with our staff, Fujitsu has introduced a Vaccination Requirements policy which requires all persons entering a Fujitsu workplace, attending a Fujitsu work-related event, or entering other premises to undertake work on Fujitsu's behalf to be fully vaccinated against COVID-19 or the subject of an appropriate exemption (and to provide evidence of the same). Consequently as a result of Fujitsu's policy, and, where applicable, customer and legislatated vaccination requirements, Fujitsu requires all new employees to be fully vaccinated or have an authorised exemption approved by Fujitsu's Crisis management Team (CMT). Recruits will be required to provide evidence of their vaccination status as part of the recruitment process.

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