Technical Services Engineer

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

To maintain support and service excellence through active participation and assistance to the team so that customer satisfaction is continually improved. To liaise with existing customers to ensure their requirements are understood and improvements and efficiencies are identified. To ensure Fujitsu standards of product and system performance are developed in accordance with specified standards. To work within a distributed team structure across New Zealand and Australia to ensure the customer Service Levels are maintained and where possible exceeded in the delivery of or services.

• Location: This role is based Wellington
• Hours of work: At least 37.5 hours per week (Full Time)
• Salary range: NZD $100,000 - $130,000 per annum

Responsibilities and Accountabilities

The key responsibilities and associated duties of the position fall into the following main areas

• All customer calls in the call management queue dealt with to ensure at a minimum, the required service level agreement, operational and delivery standards are met.
• Support the transition of current and/or new customers to ensure delivery within agreed timeframes and that any risks of non-delivery are escalated promptly.
• Resolution of escalated incidents and problems using highly automated tools and knowledge base systems.
• Performs scheduled processes including; i. data backup and recovery
  • archiving and storage
  • output and deliverables management
  • system monitoring and event log management
  • print and fileserver management
  • application and host integration services
  • patch management
  • antivirus management
• Supports key delivery processes including;
  • service desk
  • incident management
  • problem management
  • change management
  • release management
  • asset and configuration management
  • security management
  • availability management
  • capacity management
  • service level management
  • financial management
• Build and maintain relationships with, and leverage off experience in similar teams in different geographical locations within Fujitsu to ensure a standardised approach and a collaborative atmosphere
• Proactive identification of service issues that need to be investigated. Ascertain the scope of issues and actively work to resolve them where possible or escalate them where they are out of the scope of this jobs purview.
• Co-ordination of assigned project tasks to ensure delivery within agreed timeframes. Any risks of non-delivery are escalated promptly.
• Support ongoing delivery improvement to ensure smooth and efficient customer operations maximising customer satisfaction.
• Presenting Fujitsu as One to our customers through regular interaction, effective team work 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.
• Provide possible services sales leads informing customers of new or updated products or services.
• Assist the customer to identify business opportunities and Fujitsu supplied products and services to address them.
• Produce accurate, concise and timely internal and customer reports within deadlines so as to satisfy routine general controls audits that may be undertaken by Fujitsu or the customer from time to time.
• 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. Organise and/or participate in interest groups relating to areas of specialisation.
• Completion of timesheets, leave requests, overtime, on-call, time in-lieu and expense claims within deadlines.
• The Engineer will also carry out other duties as may be specified from time to time by the Technical Services Team Manager.

ACCOUNTABILITY AND DELEGATED AUTHORITY

As delegated by the Technical Services Team Manager.

KEY PERFORMANCE INDICATORS

• Services delivered to KPI targets as defined in customer Service level agreements and seen as outsourcer of choice demonstrated by repeat business from customer.
• Services delivered with the confines of agreed policies and standards using agreed processes and operating procedures
• Documentation is maintained to a high and accurate standard in line with Fujitsu standards.
• Customer and internal feedback is analysed and used to make recommendations and improvements to ongoing services.
• Improved communication and interaction across differing competency groups demonstrated by reduced call handling and faster call closure.
• Contributions to Customer Service Improvement, Innovation and Risk
• Personal administration duties are completed within deadline and in accordance with Fujitsu standards including timesheets, leave, overtime, on-call, time in-lieu and expense claims.

Requirements and Experience

Experience

• 3 or more years' experience in an operational outsourcing environment
• Understands core ITIL Service Delivery and Service Management processes
• Experience in supporting a successful technical services delivery and fault troubleshooting in a relevant IT technical environment
• Experience using common IT Service Desk and Operational Management tools and processes to deliver IT support services
• Able to work under self-direction as required to complete duties and deliver services

Skills

• Strong customer service skills
• Strong analytical skills
• Strong written and verbal communication skills
• Strong problem-solving skills

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.