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Senior IT Technical Support Specialist

1 month ago

Sydney, New South Wales, Australia Fujitsu Full time

About the Role

We are seeking an experienced Senior IT Technical Support Specialist to join our team. As a key member of our support staff, you will provide high-quality technical engineering support to customers and stakeholders.

Responsibilities and Accountabilities:

  • Work with a team to support end-users with technical queries related to various products and systems, including Microsoft products, operating systems, networks, and applications.
  • Develop a deep understanding of customer environments and service delivery requirements to ensure seamless service delivery.
  • Follow established processes and recommend improvements to resolve routine customer inquiries.
  • IDentify opportunities to develop customer accounts and increase Fujitsu's support services.
  • Take ownership of listening to and understanding customer issues, escalating them when necessary to resolve problems.
  • Use relevant information to diagnose and resolve issues in a timely manner.
  • Evaluate performance through statistical reporting and analysis.
  • Demonstrate personal leadership and initiative as a team player.
  • Stay up-to-date with current products and systems to build technical knowledge and support business needs.

Requirements and Experience:

  • Minimum 2 years' experience in a Helpdesk or customer service role, demonstrating advanced customer service practices.
  • Strong communication skills, both written and verbal.
  • Intermediate conflict resolution and time management skills.
  • Good attention to detail and organizational skills.
  • Awareness of ITIL best practice methodology.
  • Minimum NV1 AGSVA Security Clearance.

Why Fujitsu?

We value diversity, equity, and inclusion, promoting a culture where everyone can bring their full selves to work. Our AWEI Gold Employer status and Rainbow Tick certification demonstrate our commitment to creating an inclusive environment.

We offer tailored career paths, flexible work arrangements, and competitive remuneration packages, including:

  • Salary: $80,000 - $110,000 per annum (dependent on location and experience).
  • Opportunities for professional growth and development.
  • Flexible work arrangements and work-life balance.
  • Ongoing training and education programs.
  • Employee recognition and reward programs.