Advanced On-site Technician - VIP Support

Advanced On-Site Technician - VIP Support

We are Fujitsu

We use technology to make happier lives. We are a global leader in technology and business solutions that transform organisations 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

• Provide 1st -3rd level support to customer executives using a wide range of
• Devices including but not limited to:
• APPLE MAC OSX
• WIN7 - 10
• Apple iPhones and iPads
• Provide support for Fujitsu's system management processes and tools, including Virus updates, data backup and restore services, system monitoring processes and system access processes.
• Provide services to the Customer within agreed service delivery time frames And SLA's.
• Provide ongoing support to ensure smooth and efficient customer operations Maximising customer satisfaction.
• Use service delivery processes efficiently, effectively and accurately.
• Use procedures and tool-sets to maintain open communications with end users.
• Assist with the development and enhancement of relevant standards, procedures And guidelines.
• Proactive identification of service improvement initiatives that need to be investigated.
• Ascertain the scope of issues and actively work to resolve them where possible and/or escalate them where they are out of the scope of this jobs purview.
• Carry out and complete small projects on a range of issues relating to systems, services and responsibilities assigned to Fujitsu Services.
• Presenting Fujitsu as One to our customers through regular interaction, effective teamwork and communication with peers across multiple competencies and customers. Ensure clarity and awareness of all activities and plans.
• Awareness of customer trends/developments to identify efficiency improvements.
• Contribute to the maintenance of documentation on standard technical configurations, changes, or variations to the standard technical configurations, as well as associated standard processes and operating procedures.
• Ensure documentation is reviewed at least annually.
• Training completed as required to close any gaps identified by Team Leader. Committed to leveraging knowledge from more senior team members and self identifying/suggesting training opportunities.
• Ensure that skills are maintained and enhanced in specialist areas relating to product knowledge, services knowledge, or industry knowledge.
• Completion of time sheets, leave requests, overtime, on-call, time in-lieu and expense claims within deadlines.
• The Desktop Support Analyst will also carry out other duties as maybe specified from time to time by the EUS Team Leader.

About you

• 1+ years in Exec or VIP support role
• 2+ years troubleshooting and maintaining Apple devices including OSX.
• 3+ years troubleshooting and maintaining PCs in a Windows environment.
• 2+ years' experience with end user technology support.
• Windows family of Operating Systems, Win7 to Win10, MS Office suite (2013, 2016 and 365) including Outlook, Word, Excel, PowerPoint, Access
• Excellent customer focused approach in dealing with VIPs.
• Proven experience with the of desktop management tools.
• Proven experience in Desktop, Laptop, Smart devices, and printer troubleshooting.
• Proven experience in troubleshooting software conflicts and performance issues.
• Proven experience in use desktop diagnostic tools.
• Proven experience in the use of an incident management tool.
• Experience in problem management as leveraged by a EUS team.
• Basic knowledge of the ITIL framework.
• Able to work under self-direction as required in completing duties and delivering services.
• Proven experience in coordinating and managing 3rdparties in delivery of service.
• Tertiary qualification, preferably relevant to the Information Technology industry, or equivalent (e.g. Certification)
• Proven analytical skills
• Proven experience in problem resolution in an end user support environment.
• Must hold current or reinstatable AGSVA NV1 or NV2 clearance!!

Why Fujitsu?

We are an organisation 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 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 organisation 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.

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 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.

If you don't tick every box in this , please don't rule yourself out. Research suggests that women and other people in 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.