IT Support Specialist

1 month ago

Sydney, New South Wales, Australia Fujitsu Full time

About the Role

We are seeking an experienced Systems Administrator to join our team. As a key member of our technical support team, you will be responsible for providing high-quality technical engineering support to our customers and stakeholders.

About You

We are looking for someone with a strong background in IT support and a passion for delivering exceptional customer service. You will be responsible for working within a team to support end-users with technical queries, developing an understanding of our customers' environments and service delivery requirements, and following established processes to resolve routine customer enquiries.

Responsibilities and Accountabilities:

  • Provide technical support to customers and stakeholders via phone, email, and in-person.
  • Develop and maintain a deep understanding of our customers' environments and service delivery requirements.
  • Follow established processes and procedures to resolve routine customer enquiries.
  • Identify opportunities to further develop customer accounts and increase Fujitsu's support to the customer.
  • Take ownership of customer issues and escalate as necessary to deliver required service levels and meet or exceed customer expectations.
  • Monitor performance through statistical reporting and analysis.
  • Act as a team player and demonstrate personal leadership and initiative.
  • Stay up-to-date with current products and systems to build technical knowledge and support business requirements.

Requirements and Experience:

  • At least 2 years of experience in a Helpdesk or customer service role, demonstrating advanced practice of customer service.
  • Intermediate communication skills, both written and face-to-face.
  • Intermediate conflict resolution.
  • Advanced personal management: punctuality, attendance, and presentation.
  • Good time management.
  • Knowledge of call logging, escalation, and follow-up procedures.
  • Knowledge of escalation procedures.
  • Hardware and software troubleshooting, including determination of an issue as an incident.
  • Awareness of ITIL best practice methodology.
  • Minimum NV1 AGSVA Security Clearance.

Why Fujitsu?

We are an organization that values fairness, equality, and diversity, and promotes a culture of inclusion and respect. We believe in the power of diversity to drive innovation and are committed to creating a workplace where everyone can bring their full selves to work.

We offer tailored career paths across our global organization to support your professional and personal growth, and a range of benefits and rewards to recognize your contributions.

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