Educational requirements: Bachelor
English requirements: Competent English
Requirements for skilled employment experience for years: 1-3 years
Required residence status: Temporary visa, Permanent resident, Citizen
Accept remote work: unacceptable
Shape your world and achieve together The On-site Technician role is to provide efficiencies and knowledge to Fujitsu’s customers by providing ICT service desk management and support and to improve the end user experience. Providing support to our customer, you will ensure prompt resolution of Incidents and Service Requests, either by resolving them yourself, or through appropriate escalation to a higher level Manage calls from initiation to resolution, ensuring the customer is kept informed all the way, and ensuring expectations are set and met Provide a high level of customer service throughout all communications with the end user Respond efficiently to all contacts in accordance with applicable SLAs Continue to record into the standard service management software, all activities performed as part of the management of all issues or queries worked on, up to and including closure Make all possible attempts to resolve all resolvable Incidents and Service Requests within a ten-minute window using personal technical knowledge, knowledge base articles, procedures and scripted questions
Building your own path to success: To be successful in this role, you will have: Demonstrated experience troubleshooting and maintaining PCs in a Windows environment Good experience with end user technology support Basic knowledge of the ITIL framework. Strong customer focused approach in dealing with clients Sound knowledge of SOE principles and concepts Able to work under self-direction as required in completing duties and delivering services Experience in problem management as leveraged by a desktop team Experience in desktop diagnostic tools Strong written and verbal communication skills Self-motivation and ability in punctuality, time management, presentation and administration
