On-site Technician

About the job On-site Technician

**On-site Technician**

**Canberra**

**We Are Fujitsu**

We use technology to make happier lives. We are a global leader in technology and business solutions that transform organizations and the world around us. We have a long heritage of bringing innovation and expertise, continuously working to contribute to the growth of society and our customers.

**About the role**

We are seeking a skilled and dynamic On-site Technician to support our customer. Aligned to our customers business requirements, Fujitsu Workplace Services provides tailored maintenance services, hardware and software break/fix support, remote support, software deployment and relocation services as well as return-to-base warranty & non-warranty hardware break/fix repairs with each of our clients.
- The Onsite Tech role is responsible for the provision of customer centric onsite End User level 1 and level 2 Support to Fujitsu customers as assigned.
- This includes but is not limited to support of the following:

- Operating System and Desktop Management client software
- Nominated Fujitsu supported Applications and Peripherals.
- PC systems and peripherals
- Smart devices
- Induct new customer staff in basic use of IT tools.
- This role will require knowledge of the client environment and close working relationships to foster innovation for continual service improvement.
- You will be supported through our Staff Enablement Model which will allow you to demonstrate initiative, decision making, personal leadership and will ensure effective and professional communication are delivered to all relevant parties.

**Responsibilities and Accountabilities**

General Reactive Functions:

- Support of desktop, infrastructure and services across multiple technology streams including, Hardware, OS, Software, Networks, Server, Print etc.
- Respond to, resolve incidents and SRs within agreed SLA, and follow Fujitsu breach reporting process for any failed SLAs.
- Asset refresh relocation deployment and decommission maintaining data integrity within the CMDB.
- Maintenance and housekeeping of customers physical infrastructure including but not limited to desktop equipment, peripherals, telephony, print devices, 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 prompt escalation of any operational issues.
- Ensure that all Timesheets and project efforts are accurately recorded and submitted on time as per company requirements.
- Ensure all required training is completed on time.
- Be aware WHS practices, instructions and policy as set out by Fujitsu and Customer.
- Carry out other work as assigned by TL or Fujitsu management.

Proactive Role Functions:

- Adherence to WHS policy and process, calling out concerns and working with TL to have incidents logged as per policy.
- Create and maintain knowledge and technical documentation to ensure information is accurate and up to date including but not limited to Troubleshooting, How to Guides, and Operational procedures.
- Identify SIP opportunities including technical solutions, gaps in knowledge, documentation, and automation that deliver efficiency or cost savings internally and externally.
- Provide Training on customer EUS devices to, the Service Desk staff and Customer End Users to improve productivity and customer service.
- Contribution to operational action items, and continual service improvement plans
- When requested assist with project activities (internally or externally).
- When requested assist with Root Cause remediation efforts.
- Always have a CAN DO approach to your work.

Personal Accountabilities:
You will be responsible for the following:

- Be an advocate of Fujitsu culture and values and ensure adherence to all current and future Fujitsu and client endorsed Policies, Processes and Procedures
- Create effective working relationships with other members of the delivery team to ensure the best outcome.
- Provide proactive open and honest communications at all levels and remain accountable for personal performance
- Takes responsibility for skill attainment and leverages the training opportunities provided by Fujitsu
- Liaise directly with team members, team leader, supported customer staff or other third parties to obtain required outcome for delivery of the EUS service.
- Show proactive ownership of identified issues as well as effective communications for suggested resolution efforts.
- Share relevant knowledge, experience and ideas with team members.
- Ensure you establish regular 1:1 sessions with your Team Leader and come prepared to discuss issues and challenges.

Key Working Relationships:
You will build relationships with the following:

- Clients and their customers.
- Fujitsu Team Leader
- Fujitsu customer account team
- Technical Resolver groups.
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