Advanced On-Site Support Specialist

3 weeks ago

Barton, Australia Fujitsu Full time
About the Role

As a key member of our team, you will provide technical support activities as part of service delivery provision and/or projects deployment, including installation, troubleshooting, problem resolution, and maintenance. You will respond to customer questions regarding operation and malfunctions, and advise customers on preventative maintenance and configuration adjustments to improve product performance and customer satisfaction.

This role may involve working on-site at a customer building or campus, and you will be responsible for supporting desktop, infrastructure, and services across multiple technology streams, including hardware, OS, software, networks, servers, and print devices.

  • Support of desktop, infrastructure, and services across multiple technology streams.
  • Respond to, resolve incidents, and SRs within agreed SLAs, and follow Fujitsu breach reporting process for any failed SLAs.
  • Maintenance and housekeeping of customers' physical infrastructure, including desktop equipment, peripherals, telephony, print devices, and audio/visual conferencing equipment.
  • Manage customer expectations by keeping them updated as their case progresses, notifying of any delays.
  • All customer interactions and activities are logged and maintained in the correct client ITSM tool.
  • Ensure that all Timesheets and project efforts are accurately recorded and submitted on time as per company requirements.
About You

We are looking for an experienced and customer-focused individual who has:

  • Experience troubleshooting and maintaining PCs in a Windows environment.
  • Experience with end-user technology support, Windows family of Operating Systems, XP, and Windows 7.
  • A strong customer-focused approach in dealing with clients.
  • Proven experience with 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 using desktop diagnostic tools.
  • Basic knowledge of the ITIL framework.
  • Current or reinstatable NV2 Clearance minimum.
Why Fujitsu?

Fujitsu is 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. We have an excellent reputation across the region and globally.
  • Best in class reward and recognition programs, flexible work, volunteering leave, and more.
  • We live our values of aspiration, trust, and empathy, all day, every day.

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