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Senior Technical Support Specialist
2 months ago
Senior Technical Support Specialist
About Fujitsu
At Fujitsu, we leverage technology to enhance lives. As a global frontrunner in technology and business solutions, we are dedicated to transforming organizations and the world around us. Our rich history of innovation and expertise fuels our commitment to societal growth and customer success.
Role Overview
The Senior Technical Support Specialist is responsible for delivering technical assistance as part of service delivery and project implementation. This includes installation, troubleshooting, problem resolution, and maintenance. You will address customer inquiries regarding operations and malfunctions, and provide guidance on preventative maintenance and configuration adjustments to enhance product performance and customer satisfaction. This role may require mobility or be stationed at a client facility.
- Support desktop, infrastructure, and services across various technology domains, including Hardware, Operating Systems, Software, Networks, Servers, and Printing.
- Respond to and resolve incidents and service requests within established service level agreements (SLAs), adhering to the breach reporting process for any SLA failures.
- Oversee asset refresh, relocation, deployment, and decommissioning while ensuring data integrity within the Configuration Management Database (CMDB).
- Maintain and manage the physical infrastructure of customer environments, including desktop equipment, peripherals, telephony, printing devices, and audio/visual conferencing tools.
- Effectively manage customer expectations by providing timely updates on case progress and notifying them of any delays.
- Document all customer interactions and activities accurately in the designated IT Service Management (ITSM) tool.
- Ensure timely and accurate submission of timesheets and project efforts in compliance with company standards.
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-centric approach when engaging with clients.
- Demonstrated experience with desktop management tools.
- Experience in troubleshooting desktops, laptops, smart devices, and printers.
- Ability to resolve software conflicts and performance issues effectively.
- Experience utilizing desktop diagnostic tools.
- Familiarity with incident management tools.
- Knowledge of problem management practices as applied by a desktop support team.
- Basic understanding of the ITIL framework.
- Current or reinstatable AGSVA Clearance is required.
Why Join Fujitsu?
Fujitsu is committed to a strong set of values that emphasize fairness and equality while promoting diversity, equity, and inclusion. We continuously strive to improve and foster a diverse mix of perspectives and talents in an inclusive environment, encouraging our employees to bring their authentic selves to work.
- 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 tailored career development paths across our global organization to support your professional and personal growth.
- Our customers trust us, and we have built an excellent reputation 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 to recruit a diverse range of talents to fulfill our mission. In alignment with our diversity, equity, and inclusion strategy, we welcome applications from individuals of all backgrounds.
Note for Recruitment Agencies
Fujitsu does not accept unsolicited assistance from recruitment agencies for employment opportunities. All resumes submitted by agencies without a valid written agreement will be considered the sole property of Fujitsu. No fee will be paid for candidates hired through agency referrals without an existing agreement.
Security Clearance Information
Due to the specific requirements of this role, candidates must be Australian Citizens and possess an Australian Federal Government Security Clearance. This position may involve access to controlled technology and must comply with additional restrictions as mandated by relevant regulations.
