Lead On-site Technician
Fujitsu
- Canberra, ACT
- Permanent
- Full-time
- Operating System and Desktop Management client software;
- Nominated Fujitsu supported Applications and Peripherals;
- PC Systems and Peripherals;
- Smart devices; and
- Induct new customer staff in basic use of IT tools.
- Support of desktop, infrastructure and services across multiple technology streams including, Hardware, OS, Software, Networks, Server, Print etc.;
- Respond to and 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
- Carry out other work as assigned by TL or Fujitsu management.
- 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 and 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 and
- Always have a CAN DO approach to your work.
- Demonstrated entry level technical knowledge of hardware and peripherals i.e. laptops, notebooks, workstations desktop PCs, printers, media and audio visual equipment BYOD and mobility;
- Demonstrated basic knowledge of desktop & software applications i.e. Operating Systems (Windows 7 through 10), Microsoft Office 2007through 365, Antivirus software and systems;
- Demonstrated entry level 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; and
- Can do attitude.
- Must hold current or reinstatable AGSVA NV1 clearance!!
- 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.