2nd Line Support Technician
Location: Dartmouth with flexibility to support other sites within the Devon/Cornwall areas
Due to the nature of our support requirements this is an office-based role.
We are looking for keen candidates with knowledge of IT, devices and an understanding of Windows 10 and device repair, and possibly some limited experience with Desktop support, although training in all aspects will be provided for the right candidate. The role is customer facing so the most important attributes are for you to be able to work within a team and able to converse well with our customers (Military) and corporate partners. This position is co-located at Dartmouth in the West Country, operating a rota between sites to support where required. The successful applicant may also engage in projects further afield from time to time, as well as be expected to support our other remote West Country sites when required. You will need to maintain a high level of customer satisfaction by clarifying the customers’ needs and ensure they are met whilst working within your agreed support role as defined by your Team Lead. Some of the key tasks and core skills are outlined below but you will also be involved with other work as directed and be expected play your part in contributing to the team’s ability to meet target SLA’s and KPI’s.
Your role
We are looking for a 2nd Line Support Technician to maintain service to our armed forces during training at our sites in the southwest. Your role will involve resolving all delivery issues, providing solutions and fixes. You will be required to Investigate reported failures to IS Service Delivery, working on our Support Works ticketing system to record all aspects/issues and related fixes while ensuring disruption to service is kept to a minimum.
Candidates will need to hold a full UK manual driving license to provide support for which Pool cars are provided. A learner will be considered but expected to pass their test within 6 months of joining.
Due to the nature of our support, candidates must be single UK National. Higher level clearance will be required to fulfil this position, this will be a minimum requirement to be able to fulfil the role obligations.
Our Hours of support are 0730 – 1800 per week on a split shift, rotated weekly as directed by team lead to cover 37 hours.
Example shift pattern will be 0730-1500 & 0930-1800
Your experience
- Understanding of IT support and infrastructure, team working. As this is a training role a willingness to learn and progress current knowledge/skills is most important. Tasks to include:
- Assigned Service Desk Support Calls are responded to and completed within the timescales laid down in the SLA and in accordance with defined Fujitsu Procedures.
- To deploy images and software to workstations using Microsoft SCCM or current deployment applications.
- Research, develop, build, test and advise on workarounds, permanent fixes, requests for change (RFC), and new technology.
- Produce and maintain records, procedures and other documentation related to the IS Service
- Adhere to all Fujitsu IS Policy documents, including Change & Release, Configuration, and Security etc.
- Maintain the security of the network services in accordance with the Establishment’s Security Operating Orders and current process documentation.
Your benefits:
- 25 Days annual leave plus public holidays (3 flexible)
- Pension – Double matching contributions of up to 10%
- Life assurance
- Companywide incentive plans
- Your choices (Flexible benefits such as increased holidays / travel / dental critical illness and more)
- Perks at work – employee discounts
- Employee assistance programme / virtual GP
Recruitment process
The recruitment process consists of one/two stages of interviews.
We are a Disability Confident Employer and will offer an interview to disabled applicants who best meet the minimum/essential criteria for the role. Email EMEIArecruitment@fujitsu.com if you would like to apply through the Disability Confident Interview Scheme.
Achieve together
We are recognised as a responsible and inclusive employer: Not only are we a certified Disability Confident Leader, a Times Top 50 employer for Gender Equality, a Top 75 employer for Social Mobility, accredited with the Living Wage Foundation and a signatory for the Race at Work Charter, but we are also committed to the United Nations standards for LGBTI+ and a Stonewall Top 100 Employer.
We are people centric: Our hybrid work environments enable you to Be Completely You. Our active people-led Inclusive Community networks are representative of all aspects of diversity and are instrumental in enabling and supporting our innovative approach to inclusion.
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