24x7 NOC Support Engineer
We Are Fujitsu
We use technology to make happier lives. We are a global leader in technology and business solutions that transform organizations and the world around us. We have a long heritage of bringing innovation and expertise, continuously working to contribute to the growth of society and our customers.
About the role
To participate in a dedicated team of engineers providing 24x7 support services across managed services customers. To provide multi-competency incident and alert management, having Winapp, Midrange, Data Protection and Network skill set. Acknowledge, triage alerts and work on incidents, including root cause identification and resolution of all priority incidents with the aim of minimising customer impact and exceeding our contractual requirements. Develop knowledge articles to support capability growth and efficiencies in NOC.
To continuously improve troubleshooting skills and the mastery of fault diagnostic tools used in the support and maintenance of infrastructure systems.
Key Responsibilities
* Operational alert support across competencies as directed by 1-up manager.
* Monitoring of queues and managing tickets across customers subscribed to 24x7 service.
* Acknowledging alerts/events within SLAs.
* Triage of alerts/events and creation of incidents within SLAs.
* Perform other activities in support of primary teams such as, but not limited to, implementing change tasks, service requests, and patching with approval from 1-up manager.
* Develop and maintain effective relationship with Fujitsu teams.
* Work towards and achieve vendor certifications to demonstrate on‑going development and contribute to Fujitsu partnership requirements.
* Adhere to change management for implementing and/or coordinating non‑standard changes of customer network infrastructure.
* Recommend and implement fine tuning of monitoring configuration for assigned customers.
* Support resolution of high priority incidents as required.
* Identification of inefficient procedures or processes and suggesting improvements for implementation.
* Support the transition of current and/or new customers to ensure delivery within agreed timeframes and that any risks of non-delivery are escalated promptly.
* Proactive identification of service issues that need to be investigated. Ascertain the scope of issues and actively work to resolve them where possible or escalate them where they are out of the scope of this roles purview.
* Involvement in activities that enhance and grow Fujitsu's customer base.
* Awareness of customer trends/developments and keeping management informed.
* Awareness and adherence to Fujitsus service delivery processes and methods.
* Self‑direction in identifying and suggesting training opportunities.
* Participate in interest groups relating to area(s) of specialisation.
* Produce accurate, concise and timely reports, as required.
* Knowledge of and adherence to customer SLAs.
* Development and maintenance of documentation needed to support customers, internal Fujitsu processes and standards.
* Participate in 24x7 shift roster to support managed customers.
* Compliance to Fujitsu internal policies, processes and guidelines.
About you:
Experience and Technical
* Working (hands on) experience in Windows, Midrange, Data Protection, and/or Network technologies.
* Has written reports, knowledge articles, user documentation, and/or information dissemination material
* Knowledge and/or experience in vendor/outsourcing environment
* Knowledge and/or experience in utilising Management and Monitoring tools e.g. Spectrum, OpsRamp, AIOps
* Experience in utilising Helpdesk tools such as Service Now, CA Tools, Remedy or Clarify
* ITIL certification is desired
* Current or reinstatable AGSVA Security Clearance is desirable
Non-Technical
* Focus on customer service
* Competent in communication skills, both written and oral
* Demonstrable problem‑solving skills
* Ability to interact effectively with both technical and non‑technical personnel & customers
* Time Management, planning and organisational skills
* Act with a sense of urgency
* Must be reliable and able to meet a deadline with a focus on achieving customer SLAs
* Must be able to work in a team environment
* Documentation, reviewing and updating procedures and manuals
* Proven record with contributing to resolution of incidents
Other Knowledge & Attributes
* Self direction
* Experience dealing with business stakeholders
* Understanding of upline and downline services attached to network devices
Why Fujitsu?
We are an organization with a strong set of values and a history of respecting fairness and equality, whilst promoting diversity, equity and inclusion. We constantly push ourselves to do better and strive to bring together a diverse mix of perspectives and talents in an inclusive environment, where we encourage our people to bring their full selves to work. We call this Be Completely You .
* We put people first. We believe in the power of diversity to drive innovation and our Work180 accreditation, AWEI (Australian Workplace Equality Index) Gold Employer status and Rainbow Tick certification for LGBTI+ inclusion show that we value an inclusive culture.
* We offer tailored career paths across our global organization to support your professional and personal growth.
* Our customers trust us. We have an excellent reputation across the region and globally.
* Best in class reward and recognition programs flexible work, volunteering leave and more.
* We live our values of aspiration, trust and empathy, all day, every day.
As an inclusive employer, Fujitsu aims to recruit a diverse range of talents to help us achieve our purpose. In line with our diversity, equity and inclusion strategy, we welcome applications from women and gender diverse people; Aboriginal and Torres Strait Islander people; Māori and Pacific people; LGBTI+ people; people with a disability; culturally and linguistically diverse people; and veterans and emergency responders. Applicants who identify as transgender or gender diverse can view a copy of our Frequently Asked Questions to assist with the recruitment journey. For all other general inquiries, please contact
If you don't tick every box in this job description, please don't rule yourself out. Research suggests that women and other people in underrepresented groups tend to only apply if they meet every requirement. We focus on hiring people who value inclusion, collaboration, adaptability, courage, and integrity, rather than ticking boxes so if this resonates with you, then please apply. For more information, please email
Search Firm Representatives Please Read Carefully
Fujitsu does not accept unsolicited assistance from search firms for employment opportunities. All CVs or resumes submitted by search firms to any employee at our company without a valid written agreement in place for this position will be considered the sole property of our company. No fee will be paid if a candidate is hired by Fujitsu due to an agency referral where no existing agreement is in place with the Fujitsu Talent Acquisition Team. Where agency agreements are in place, introductions must be through engagement by the Fujitsu Talent Acquisition Team.
PLEASE NOTE:
Due to the inherent requirements of the role, candidates must be Australian Citizens and hold an Australian Federal Government Security Clearance. As a consequence of these restrictions and requirements, applicants may be adversely impacted if they are not Australian citizens, are dual nationals, hold citizenship from proscribed countries, or are not of Australian national origin. Please refer to Discrimination (Fujitsu Australia Limited) Exemption 2017 (No 1) Notifiable instrument NI (ACT).
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