IT L3 Support

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

• RFQ Opportunity
• Short contract (2 months)
• Melbourne
• Health client
• Hybrid

Job Summary:

We are seeking a skilled IT Level 3 Support Specialist to join our dynamic IT support team. The ideal candidate will possess advanced technical knowledge and experience in troubleshooting complex technical issues, providing exceptional customer service, and contributing to the continuous improvement of our IT services. You will play a crucial role in assisting Level 1 and Level 2 support staff while directly resolving high-impact incidents and problems.

Key Responsibilities:

• Provide advanced technical support for hardware, software, and network issues escalated from Level 1 and Level 2 support teams.
• Troubleshoot and resolve complex IT issues related to operating systems, applications, network configurations, and server environments.
• Serve as an escalation point, collaborating with other IT teams and vendors as needed to resolve critical incidents quickly and efficiently.
• Document, track, and report issues using the IT Service Management (ITSM) platform, ensuring service level agreements (SLAs) are met.
• Develop and maintain knowledge base articles and support documentation to enhance team efficiency and customer self-service capabilities.
• Assist in the deployment and configuration of new hardware and software, including desktops, laptops, servers, and peripherals.
• Participate in change management processes and provide input on upgrades and system changes.
• Conduct root cause analysis for recurring issues and work to implement permanent fixes.
• Mentor and train Level 1 and Level 2 support staff, providing guidance and sharing knowledge among the team.
• Stay up-to-date with industry trends, emerging technologies, and best practices in IT support.

Selection Criteria

1. Supplier key personnel should have advanced knowledge of root cause analysis/problem definition techniques.
2. Supplier key personnel should have advanced troubleshooting techniques.
3. Supplier key personnel should have experience in providing a variety of solution types, including user training/guidance, installation guidance and configuration.
4. Supplier key personnel should have experience in working collaboratively with technical and non-technical stakeholders, vendors and clients.
5. Supplier key personnel should have experience using support ticket management systems.
6. Supplier key personnel should have experience maintaining and updating technical support documentation as required.
7. Supplier key personnel should have experience in escalating and liaising with level 2 support services.
8. Supplier key personnel should have experience in Entra ID (Azure AD).
9. Supplier key personnel should have experience using PowerShell
10. Supplier key personnel should have experience managing the user lifecycle from onboarding to offboarding
11. Supplier key personnel should have experience in implementing Multi-Factor Authentication (MFA), Single Sign-On (SSO), and privileged identity management (PIM)

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.