Fujitsu Systems Support Professional

2 weeks ago

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

We are seeking an experienced Systems Administrator to join our team, providing high-quality technical engineering support to customers and stakeholders. As a key member of our technical team, you will work within a team with some supervision, supporting end-users with technical queries relating to various products, systems, including Microsoft products, Operating Systems, Networks, and applications.

Key Responsibilities:

  • Develop an understanding of the customers' environment and service delivery requirements to enable the delivery of the service.
  • Follow established processes and systems, recommending improvements as necessary to resolve routine customer enquiries.
  • Identify opportunities to further develop customer accounts, including potential to increase Fujitsu's support to the customer.
  • Take ownership of listening to and understanding the customers' problems, escalating where necessary to resolve the issue.
  • Use relevant information to diagnose and resolve or enable resolution in a timely manner.
  • Monitor performance through statistical reporting and analysis.
  • Act as a team player, being viewed by colleagues as an effective and helpful member of the team, demonstrating personal leadership and initiative.

Requirements and Experience:

  • At least 2 years' experience in a Helpdesk or customer service role in a service industry or IT support role, demonstrating advanced customer service practice.
  • 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.

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