On-site Technician

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

Were seeking a dynamic On-site Technician that will be supporting the IT Connect Bar to provide level 1 and 2 support. This includes incident resolution & request fulfilment, device support for all managed devices & hardware under warranty, device drop-off/collection point for Device Lifecycle Services, swap out loan devices and other agreed accessories and general IT queries for our customers. This role will be based on site at a customer building or campus.

• Christchurch CBD, onsite
• Sound customer service skills required
• Strong interpersonal skills for face-to-face support
• Strongly preferred MS-900/AZ-900
• Fast-paced, customer-facing role
• Knowledge of supporting iOS devices (iPhone & iPad)

Responsibilities and Accountabilities

• Responds to customer questions regarding operation and malfunctions.
• Advises customers on preventative maintenance and configuration adjustments to improve product performance and customer satisfaction.
• Technical Capability: Works within a team with little supervision as an established systems/product specialist (e.g. detailed knowledge of the configuration of interlinked systems and contributing technically to service development) to support end users.
• Process. Follows established processes relating to ticket management, device life cycle, and end user services.
• Service Level. Recognises opportunities to improve performance against Service Level and ensuring adherence to service level agreements.
• Customer Relationship. Establishes working relationships with customers organisation and internal stakeholders to deliver and enhance the service.
• Problem Solving. Takes ownership in obtaining the information, evidence and data required to diagnose and resolve more complex problems (both new and known), escalates or gains support where appropriate.
• Team Working. May train and coach members of the team to provide knowledge, assistance and advice. Works in a problem-solving team to resolve service issues.
• Business Awareness. Understands the requirements of the customers business, the scope of the contract and knows how issues impact the delivery of service. Recognises and reports opportunities to team manager and other relevant parties for additional business.
• Professional Development. Maintains awareness of technical and service developments, taking the initiative to extend own knowledge to learn about products.

Requirements and Experience

• Experience in a similar role (Service Desk and/or End user support).
• Excellent customer service and communication skills
• Can do attitude
• Strong interpersonal skills for face-to-face support
• MS-900/AZ-900 strongly preferred
• Service Desk and Incident management (USUP) Level 3
• Knowledge of ITIL process.
• A basic understanding and knowledge of Active Directory & Microsoft Entra ID, Microsoft 365 Services (Exchange Online, SharePoint Online, MS Teams, OneDrive for business and Defender for Endpoint) and Intune.
• Experienced with ITSM tool (ServiceNow).
• Relationship building with Customer, Internal and Third-party stakeholders.
• Able to work in a fast-paced and high-pressure situation.

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 (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.