IT Support Specialist

3 days ago

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

We are seeking an experienced IT Support Specialist to join our team in a technical engineering role.

Responsibilities and Accountabilities:
  • Provide high-quality technical support to customers and stakeholders, working within a team with some supervision.
  • Develop an understanding of customer environments and service delivery requirements to enable effective service delivery.
  • Follow established processes and recommend improvements to resolve routine customer enquiries.
  • Identify opportunities to develop customer accounts and increase Fujitsu's support to customers.
  • Take ownership of listening to and understanding customer problems, escalating and/or gaining support as necessary to resolve issues.
  • Use relevant information to diagnose and resolve or enable resolution in a timely manner.
  • Escalate issues as necessary to deliver required service levels and meet or exceed customer expectations/SLA.
  • Monitor performance through statistical reporting and analysis.
  • Act as a team player, demonstrating personal leadership and initiative.
  • Take responsibility for learning about current products and systems to build technical knowledge and support business requirements.
Requirements and Experience:
  • A minimum of 2 years' experience in a helpdesk/customer service role, demonstrating advanced customer service skills.
  • Intermediate communication skills, both written and face-to-face.
  • Intermediate conflict resolution skills.
  • Advanced personal management: punctuality, attendance, and presentation.
  • Good time management skills.
  • Knowledge of call logging, escalation, and follow-up procedures.
  • Hardware and software troubleshooting skills, including determining issues as incidents.
  • Awareness of ITIL best practice methodology.
  • Minimum NV1 AGSVA Security Clearance.
Why Fujitsu?

We are an organization that values diversity, equity, and inclusion, promoting a culture 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.

We put people first, believe in the power of diversity to drive innovation, and have an excellent reputation across the region and globally. Our customers trust us, and we live our values of aspiration, trust, and empathy every day.

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