Technical Service Engineer

5 days ago

Cumberland City Council, Australia Fujitsu Full time
About the Role

We are seeking a highly skilled Technical Service Engineer - Associate to join our dedicated team of professionals providing 24x7 support services across managed services customers.

As a Technical Service Engineer - Associate, you will be responsible for providing multi-competency incident and alert management, having expertise in Windows, Midrange, Data Protection, and Network technologies. You will acknowledge, triage alerts, and work on incidents, including root cause identification and resolution of all priority incidents with the aim of minimizing customer impact and exceeding our contractual requirements.

You will also develop knowledge articles to support capability growth and efficiencies in our Network Operations Center (NOC).

Key Responsibilities:

  • Operational alert support across competencies as directed by your manager.
  • Monitoring of queues and managing tickets across customers subscribed to 24x7 service.
  • Acknowledging alerts/events within Service Level Agreements (SLAs).
  • Triage of alerts/events and creation of incidents within SLAs.
  • Perform other activities in support of primary teams such as implementing change tasks, service requests, and patching with approval from your manager.
  • Develop and maintain effective relationships with Fujitsu teams.
  • Work towards and achieve vendor certifications to demonstrate ongoing development and contribute to Fujitsu partnership requirements.
  • Adhere to change management for implementing and/or coordinating non-standard changes of customer network infrastructure.
  • Recommend and implement fine-tuning of monitoring configuration for assigned customers.
  • Support resolution of high-priority incidents as required.
  • Identification of inefficient procedures or processes and suggesting improvements for implementation.
  • Support the transition of current and/or new customers to ensure delivery within agreed timeframes and that any risks of non-delivery are escalated promptly.
  • Proactive identification of service issues that need to be investigated. Ascertain the scope of issues and actively work to resolve them where possible or escalate them where they are out of the scope of this role's purview.
  • Involvement in activities that enhance and grow Fujitsu's customer base.
  • Awareness of customer trends/developments and keeping management informed.
  • Awareness and adherence to Fujitsu's service delivery processes and methods.
  • Self-direction in identifying and suggesting training opportunities.
  • Participate in interest groups relating to areas of specialization.
  • Produce accurate, concise, and timely reports, as required.
  • Knowledge of and adherence to customer SLAs.
  • Development and maintenance of documentation needed to support customers, internal Fujitsu processes, and standards.
  • Participate in 24x7 shift roster to support managed customers.
  • Compliance to Fujitsu internal policies, processes, and guidelines.
About You

We are looking for a highly skilled and experienced professional with the following qualifications:

  • Working experience in Windows, Midrange, Data Protection, and/or Network technologies.
  • Has written reports, knowledge articles, user documentation, and/or information dissemination material.
  • Knowledge and/or experience in vendor/outsourcing environment.
  • Knowledge and/or experience in utilizing Management and Monitoring tools e.g. Spectrum, OpsRamp, AIOps.
  • Experience in utilizing Helpdesk tools such as Service Now, CA Tools, Remedy, or Clarify.
  • ITIL certification is desired.
  • Current or reinstatable AGSVA Security Clearance is desirable.

We value diversity and inclusion in the workplace and welcome applications from women and gender-diverse people; Aboriginal and Torres Strait Islander people; Māori and Pacific people; LGBTI+ people; people with a disability; culturally and linguistically diverse people; and veterans and emergency responders.

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