Senior Field Support Specialist

2 weeks ago

Canberra, ACT, Australia Fujitsu Full time

Senior Field Support Specialist

About Fujitsu

At Fujitsu, we leverage technology to enhance the quality of life. As a global frontrunner in technology and business solutions, we are dedicated to transforming organizations and positively impacting the world. Our legacy is built on innovation and expertise, consistently contributing to societal growth and customer success.

Role Overview

The Senior Field Support Specialist is responsible for delivering technical assistance as part of service delivery and project implementation. This includes installation, troubleshooting, problem-solving, and maintenance tasks. The role involves addressing customer inquiries regarding system operations and malfunctions, while also providing guidance on preventative maintenance and configuration adjustments to enhance product performance and customer satisfaction. This position may require mobility or be stationed at a client site.

  • Support desktop, infrastructure, and services across various technology domains, including Hardware, Operating Systems, Software, Networks, Servers, and Printing.
  • Address and resolve incidents and service requests within established service level agreements (SLAs), adhering to Fujitsu's breach reporting protocols for any SLA failures.
  • Manage asset refresh, relocation, deployment, and decommissioning while ensuring data integrity within the Configuration Management Database (CMDB).
  • Oversee maintenance and upkeep of the client's physical infrastructure, including desktop equipment, peripherals, telephony, printing devices, and audio/visual conferencing tools.
  • Maintain customer satisfaction by providing timely updates on case progress and notifying clients of any delays.
  • Document all customer interactions and activities accurately in the designated IT Service Management (ITSM) tool.
  • Ensure accurate and timely submission of timesheets and project efforts in compliance with company policies.

Candidate Profile

  • Proven experience in troubleshooting and maintaining PCs within a Windows environment.
  • Familiarity with end-user technology support, particularly the Windows operating system family, including XP and Windows 7.
  • Strong customer service orientation when interacting with clients.
  • Demonstrated experience with desktop management tools.
  • Expertise in troubleshooting desktop, laptop, smart devices, and printers.
  • Experience in resolving software conflicts and performance-related issues.
  • Proficient in utilizing desktop diagnostic tools.
  • Experience with incident management systems.
  • Knowledge of problem management practices as applied by a desktop support team.
  • Basic understanding of the ITIL framework.
  • Possession of current or reinstatable AGSVA Clearance.

Why Join Fujitsu?

Fujitsu is committed to a strong set of values, promoting fairness and equality while fostering diversity, equity, and inclusion. We continually strive to improve and bring together a diverse array of perspectives and talents in an inclusive environment, encouraging our employees to be their authentic selves.

  • We prioritize people. Our commitment to diversity drives innovation, as evidenced by our AWEI Gold Employer status and Rainbow Tick certification for LGBTI+ inclusion.
  • We provide customized career paths within our global organization to support your professional and personal development.
  • Our reputation for excellence is trusted by customers both regionally and globally.
  • We offer competitive reward and recognition programs, flexible work arrangements, volunteering leave, and more.
  • We embody our values of aspiration, trust, and empathy in our daily operations.

As an inclusive employer, Fujitsu actively seeks a diverse range of talents to fulfill our mission. In alignment with our diversity, equity, and inclusion strategy, we welcome applications from women and gender-diverse individuals; Aboriginal and Torres Strait Islander peoples; Māori and Pacific peoples; LGBTI+ individuals; persons with disabilities; culturally and linguistically diverse individuals; and veterans and emergency responders. We encourage applicants who may not meet every requirement to apply, as we value inclusion, collaboration, adaptability, courage, and integrity over mere qualifications.

Note for Recruitment Agencies

Fujitsu does not accept unsolicited assistance from recruitment agencies for employment opportunities. Any resumes submitted by agencies without a valid written agreement will be considered the sole property of Fujitsu, and no fee will be paid for candidates hired through unsolicited referrals.

Security Clearance Requirements

Due to the nature of this role, candidates must be Australian citizens and possess an Australian Federal Government Security Clearance. The position may involve access to controlled technology and must comply with additional restrictions as per relevant regulations.

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