Senior On-site Technician VIP

Fujitsu Australia and New Zealand

Location: Melbourne

Job Type: Full time


Senior On-Site Technician

We are Fujitsu. A Japanese company with a strong set of values and a history of respecting fairness and equality, whilst promoting diversity 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 are inclusive. As a responsible business, it is important to us that we reflect the diversity of our society and customers. Globally, Fujitsu is not only a Disability Confident company, a Times Top 50 employer for Women, and a signatory for the Race at Work Charter. We are also committed to the United Nations Sustainable Development Goals and in Australia we have been recognised as an AWEI Bronze employer for our LGBTI+ inclusion. We also have specific inclusion efforts with First Nations Peoples in New Zealand through our Māori and Pacific Peoples Inclusion Plan and in Australia with our Reconciliation Action Plan.

We are people centric. This means we care about our people (and their families and communities) and appreciate that everyone has a life outside of work. By supporting our people to Work Your Way, we empower them to achieve a flexible and respectful approach to work which suits them and our customers best - this could be working hours, location, or a flexible approach to their working day.
We want you to thrive. If working for a progressive organisation, with a continuing commitment to diversity and inclusion is important, you should apply.

  • Provide 1st -3rd level support to customer executives using a wide range of
  • Devices including but not limited to:
    • 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 timeframes And SLA’s.
  • Provide ongoing support to ensure smooth and efficient customer operations Maximizing customer satisfaction.
  • Use service delivery processes efficiently, effectively and accurately.
  • Use procedures and toolsets 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 timesheets, 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.
  • 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.

Come Share our Vision

We aim to create an employee experience that embraces diversity, inclusion and belonging. We’re focused on flexible work options and a range of rewarding benefits. If you want to work in the way that suits you and our customer’s best, come and find your future at Fujitsu.
You’ve got this!