Advanced On-site Technician

We are Fujitsu. A Japanese company with a strong set of values and a history of respecting fairness and equality, whilst promoting diversity and inclusion. We constantly push ourselves to do better and strive to bring together a diverse mix of perspectives and talents in an inclusive environment, where we encourage our people to bring their full selves to work. We call this Be Completely You.

We are inclusive. As a responsible business, it is important to us that we reflect the diversity of our society and customers. Globally, Fujitsu is not only a Disability Confident company, a Times Top 50 employer for Women, and a signatory for the Race at Work Charter. We are also committed to the United Nations Sustainable Development Goals and in Australia we have been recognised as an AWEI Bronze employer for our LGBTI+ inclusion. We also have specific inclusion efforts with First Nations Peoples in New Zealand through our Maori and Pacific Peoples Inclusion Plan and in Australia with our Reconciliation Action Plan.

We are people centric. This means we care about our people (and their families and communities) and appreciate that everyone has a life outside of work. By supporting our people to Work Your Way, we empower them to achieve a flexible and respectful approach to work which suits them and our customers best - this could be working hours, location, or a flexible approach to their working day.
We want you to thrive. If working for a progressive organisation, with a continuing commitment to diversity and inclusion is important, you should apply.

Shape your world and achieve together
The On-site Technician role is to provide efficiencies and knowledge to Fujitsu's customers by providing ICT service desk management and support and to improve the end user experience.

- Providing support to our customer, you will ensure prompt resolution of Incidents and Service Requests, either by resolving them yourself, or through appropriate escalation to a higher level
- Manage calls from initiation to resolution, ensuring the customer is kept informed all the way, and ensuring expectations are set and met
- Provide a high level of customer service throughout all communications with the end user
- Respond efficiently to all contacts in accordance with applicable SLAs
- Continue to record into the standard service management software, all activities performed as part of the management of all issues or queries worked on, up to and including closure
- Make all possible attempts to resolve all resolvable Incidents and Service Requests within a ten-minute window using personal technical knowledge, knowledge base articles, procedures and scripted questions

Building your own path to success:
To be successful in this role, you will have:

- Demonstrated experience troubleshooting and maintaining PCs in a Windows environment
- Good experience with end user technology support
- Basic knowledge of the ITIL framework.
- Strong customer focused approach in dealing with clients
- Sound knowledge of SOE principles and concepts
- Able to work under self-direction as required in completing duties and delivering services
- Experience in problem management as leveraged by a desktop team
- Experience in desktop diagnostic tools
- Strong written and verbal communication skills
- Self-motivation and ability in punctuality, time management, presentation and administration

PLEASE NOTE: Due to the inherent requirements of the role, candidates must be Australian Citizens and hold a minimum Baseline Australian Federal Government Security Clearance. The role will or will likely involve access to controlled technology, must satisfy additional restrictions and requirements as a consequence of the International Traffic in Arms Regulations and the Export Administration Regulations. As a consequence of these restrictions and requirements, applicants may be adversely impacted if they are not Australian citizens, are dual nationals, hold citizenship from proscribed countries or are not of Australian national origin. Please refer to Discrimination (Fujitsu Australia Limited) Exemption 2017 (No 1) Notifiable instrument NI ACT ).

Fujitsu complies with government legislation in various jurisdictions which in certain circumstances may impose a requirement that certain workers be vaccinated against COVID-19 (or otherwise have a valid exemption). Also, for client facing roles, many of our customers require our staff to be vaccinated to attend their workplaces. Based on Fujitsu's assessment of workplace risk and the safety and wellbeing of our people and consultation with our staff, Fujitsu has introduced a Vaccination Requirements policy which requires all persons entering a Fujitsu workplace, attending a Fujitsu work-related event, or entering other premises to undertake work on Fujitsu's behalf to be fully vaccinated against COVID-19 or the subject of an appropriate exemption (and to provide evidence of the same). Consequently as a result of Fujitsu's policy, and, where applicable , customer and
legislated vaccination requirements, Fujitsu requires all new employees to be fully vaccinated or have an authorised exemption approved by Fujitsu's Crisis management Team (CMT). Recruits will be required to provide evidence of their vaccination status as part of the recruitment process.

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