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About the role
The Technical Support Engineer will be responsible for troubleshooting and diagnosing customer related incidents and bring these to resolution. This includes designing, integration, testing, implementation, development and maintenance of customer systems and solutions.
Key responsibilities:
- Research and analyse technical materials (data, reports and documentation) used to provide recommendations and input for IT issues.
- Resolve technical incidents within the managed environments of responsibility in adherence to key performance indicators for responsiveness.
- Lead and monitor progress of assigned projects with periodic reporting.
- Review assigned customer support tickets and provide status updates.
- Write technical articles and report as well as provide feedback and guidance for knowledge assets of the team.
- Contribute to analysis and resolution of IT problems as well as guidance for impact/change assessment.
- Implement planned changes to managed environments as agreed and evaluated with the change management function.
- Share knowledge with colleagues to make a useful contribution to Fujitsu’s knowledge base.
Key experience and qualifications
- Bachelor’s Degree in Computer Science / Information Technology or related qualification.
- Minimum of 3 years in related experience in a progressive IT services environment.
- Technical familiarity with any of the following technologies: Network Switching/Routing, VoIP, Application Routing, Unified Communications, Video Conferencing, Hardware & Operating Systems, Storage & Backup Services, Virtualization, Database & Directory Systems, Collaboration & Messaging
- Certifications in any of the technology areas above would be considered an asset.
Key attributes
- Strong analytical skills with the ability to easily identify issues.
- Ability to work independently with a high level of attention to detail and quality.
- Excellent time management with strong planning and organization skills.
- Excellent interpersonal and communication skills.
- Expresses technical concepts precisely and professionally in both verbal communication and written reports with the effective use of various desktop productivity tools.
- An effective collaborator in engaging with clients, colleagues, senior management, vendors and other various stakeholders.
- Shows initiative and demonstrates commitment to self-development.
At Fujitsu, we are committed to an inclusive recruitment process that values the diverse backgrounds and experiences of all applicants. We believe that hiring people from a wide variety of backgrounds makes us stronger, not because it's the right thing to do, but because it allows us to draw on a wider range of perspectives and life experiences.