Associate Technical Services Engineer
3 weeks ago
We are seeking a skilled Associate Technical Services Engineer to join our team at Fujitsu. This role is designed for individuals with 3 to 5 years of experience in technical support or services, providing an opportunity to work in a dynamic environment with a focus on delivering high-quality technical solutions and customer support.
Key Responsibilities :
Technical Support :
- Provide technical support and troubleshooting for hardware, software, and network issues.
- Diagnose and resolve technical problems related to Fujitsu's products and services.
Customer Interaction :
- Act as a primary point of contact for customers seeking technical assistance.
- Communicate effectively with clients to understand their issues and provide timely solutions.
Service Management :
- Monitor and manage service requests, ensuring they are resolved within the agreed service levels.
- Escalate complex issues to senior technical staff or relevant departments as necessary.
System Installation and Configuration :
- Assist in the installation, configuration, and maintenance of Fujitsu's products and solutions.
- Perform system upgrades, patches, and other maintenance tasks as required.
Documentation :
- Maintain accurate and up-to-date documentation of support activities, solutions provided, and system configurations.
- Create and update technical documentation, knowledge base articles, and user guides.
Customer Training :
- Provide training and support to customers on the use and management of Fujitsu's products and services.
- Develop training materials and conduct training sessions as needed.
Quality Assurance :
- Ensure high standards of quality in service delivery, adhering to Fujitsu's policies and procedures.
- Participate in quality assurance activities and contribute to continuous improvement initiatives.
Collaboration :
- Work closely with other team members, including technical support, engineering, and customer service teams, to resolve issues and enhance service delivery.
- Collaborate with external vendors and partners when necessary.
Requirements :
- Experience : 3 to 5 years of experience in technical support, IT services, or a related field.
- Technical Skills : Strong understanding of hardware, software, networking, and operating systems. Experience with Fujitsu's products or similar technology is a plus.
- Problem-Solving : Excellent analytical and problem-solving skills with the ability to troubleshoot complex technical issues.
- Communication : Strong verbal and written communication skills, with the ability to interact effectively with clients and team members.
- Customer Focus : Demonstrated commitment to providing high-quality customer service and support.
- Documentation : Proficiency in creating and maintaining technical documentation and knowledge base articles.
- Teamwork : Ability to work collaboratively in a team environment and support colleagues in achieving common goals.
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