Technical Services Engineer

About Fujitsu

Fujitsu is a global leader in technology and business solutions that strives to transform organizations and society through innovation and expertise. Our mission is to utilize technology to enhance lives and support sustainable growth for our customers and communities.

Role Overview

This position is based in Auckland and involves supporting and enhancing service excellence by actively assisting the team to boost customer satisfaction consistently. The role requires close liaison with customers to understand their needs, identify opportunities for efficiency, and ensure products and systems meet Fujitsu's quality standards. Working collaboratively within a geographically distributed team across New Zealand and Australia, the role aims to maintain or exceed agreed service levels.

Key Responsibilities

• Manage all customer calls within the call queue to meet service level agreements and operational standards.
• Assist in transitioning current and new customers, ensuring timely delivery and promptly escalating risks.
• Resolve escalated incidents and problems utilizing automated tools and knowledge base resources.
• Execute scheduled operational tasks including data backups, archiving, storage management, print and file server maintenance, patch and antivirus management, and system monitoring.
• Support critical delivery processes such as service desk, incident, problem, change, release, asset, security, availability, capacity, service level, and financial management.
• Collaborate with teams across Fujitsu’s different locations to promote standardisation and a cooperative environment.
• Identify and investigate service issues proactively, resolving where possible or escalating as needed.
• Coordinate assigned project tasks, ensuring deadlines are met and escalating risks appropriately.
• Drive continuous improvement initiatives to optimize customer operations and satisfaction.
• Represent Fujitsu cohesively through regular customer interactions and cooperation within multi-skilled teams, ensuring transparency and clarity of plans.
• Monitor customer trends to spot opportunities for efficiency enhancements.
• Inform customers about new or updated products and services, generating potential sales leads.
• Help customers recognize business opportunities and align Fujitsu’s offerings to meet their needs.
• Prepare accurate, timely reports for internal use and customer audits.
• Maintain and update documentation on technical configurations, processes, and procedures with annual reviews.
• Undertake training to address skill gaps and pursue knowledge development in areas of specialization.
• Ensure timely completion of administrative duties including timesheets, leave requests, overtime, and expense claims.
• Perform additional duties as assigned by the Technical Services Team Manager.

Experience and Skills Required

• Minimum of three years’ experience in an operational outsourcing environment.
• Solid understanding of ITIL service delivery and management processes.
• Proven track record in supporting technical service delivery and fault resolution within relevant IT environments.
• Familiarity with IT service desk and operational management tools.
• Ability to self-manage workload and deliver results independently.
• Strong customer service orientation, analytical thinking, communication, and problem-solving skills.

Working Conditions

• Location: Auckland, New Zealand (onsite)
• Work hours: Full-time, minimum 37.5 hours per week.
• Visa sponsorship is available; relocation support is not provided.

Compensation

The salary range for this role is NZD 100,000 to NZD 130,000 annually.

Diversity and Inclusion

Fujitsu is committed to fostering a diverse, equitable, and inclusive workplace where all employees can be their authentic selves. We welcome applications from individuals of all backgrounds, including underrepresented groups such as women, gender-diverse people, indigenous peoples, LGBTQ+, people with disabilities, veterans, and culturally diverse candidates. We focus on hiring applicants who embody values like inclusion, collaboration, adaptability, courage, and integrity.

Additional Information

Search firms without a formal agreement should not submit candidates. All resumes sent without Fujitsu’s Talent Acquisition Team’s consent will become company property. No fees will be paid unless an official engagement is in place.