On-Site Technician

Description:

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:

1. Operating System and Desktop Management client software
2. Nominated Fujitsu supported Applications and Peripherals.
3. PC systems and peripherals
4. Smart devices
5. 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.
• Workspace Management.
• Service Desk staff and leadership.
• Incident, Problem, Change and Config Management.
• 3rd Party Vendors, where required
• Other key teams either internal or external that affect directly on delivery of EUS Services at your customer.

Requirements and Experience

• 7 months to 1+ year minimum experience with supporting End User Devices at level 1+ this can be remote support.
• Level 1 and level 2 technical knowledge of hardware and peripherals i.e. laptops, notebooks, workstations desktop PCs, printers, media and audiovisual equipment BYOD and mobility.
• Level 1 and level 2 technical knowledge of desktop & software applications i.e. Operating Systems (Windows 7 through 10), Microsoft Office 2007 through 365, Antivirus software and systems support in a small to medium business.
• Current or reinstatable AGSVA Security Baseline / NV1 Clearance is desirable.
• A basic understanding and knowledge of Active Directory, Microsoft Exchange, SCCM, End-Point Imaging.
• Demonstrated entry level or basic working knowledge of basic IT infrastructure and network equipment i.e. routers, switches, servers, virtualization, VPN, RSA, Citrix, VMware, Hyper-Converged Infrastructures
• Strong verbal and written communication, ability to articulate technical information to the target audience.
• Professional customer service skills.
• Ability to work well within a team while fostering relationships and partnerships.
• Can do attitude.

Why Fujitsu?

We are an organization with a strong set of values and a history of respecting fairness and equality, whilst promoting diversity, equity, 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 put people first. We believe in the power of diversity to drive innovation and our AWEI (Australian Workplace Equality Index) Gold Employer status, and Rainbow Tick certification for LGBTI+ inclusion show that we value an inclusive culture.
• We offer tailored career paths across our global organization to support your professional and personal growth.
• Our customers trust us. We have an excellent reputation across the region and globally.
• Best in-class reward and recognition programs flexible work, volunteering leave, and more.
• We live our values of aspiration, trust, and empathy, all day, every day.

Commitment to Diversity, Equity and Inclusion

As an inclusive employer, Fujitsu aims to recruit a diverse range of talents to help us achieve our purpose. In line with our diversity, equity, and inclusion strategy, we highly 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; veterans, Australian Defence Force (ADF) and emergency responders . Transgender and gender-diverse applicants can request a copy of our Frequently Asked Questions to assist with the recruitment journey.

If you don't tick every box in this job description, please don't rule yourself out. Research suggests that underrepresented groups tend to only apply if they meet every requirement. We focus on hiring people who value inclusion, collaboration, adaptability, courage, and integrity, rather than ticking boxes so if this resonates with you, then please apply. For more information, please email careersapac@fujitsu.com.

Search Firm Representatives PLEASE READ:

Fujitsu does not accept unsolicited assistance from search firms for employment opportunities. All CVs or resumes submitted by search firms to any employee at our company without a valid written agreement in place for this position will be considered the sole property of our company. No fee will be paid if a candidate is hired by Fujitsu due to an agency referral where no existing agreement is in place with the Fujitsu Talent Acquisition Team. Where agency agreements are in place, introductions must be through engagement by the Fujitsu Talent Acquisition Team.

For Security Cleared Roles PLEASE NOTE:

Due to the inherent requirements of the role, candidates must be Australian Citizens and hold an Australian Federal Government Security Clearance. The role will or will likely involve access to controlled technology and 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 NI2020-672 (ACT).