Overview
Location: Canberra, ACT, Australia • Type: Full time • Posted Today • Requisition ID: REQ572487
What success looks like in this role
The Field Engineer performs activities associated with installing, diagnosing, maintaining and servicing computer-related products, including but not limited to desktop and laptop computers, printers, and peripherals. Install, repair and maintain End User Productivity and Service Desk Equipment and Systems at client locations. Provide both remote and on-site Level 2 and Level 3 support to all End Users for Incidents and Service Requests that cannot be resolved or fulfilled by the Service Desk.
Level 2 and Level 3 support includes: Experienced and knowledgeable Level 2 staff with deep knowledge of the Services; Highly skilled specialists who build, deploy, operate and maintain the Services. Manage and provide physical support for End User Productivity and Service Desk Equipment, including client supplied headsets, smartphones and tablets. Work with other Service Partners by providing physical support for Infrastructure at client locations that host EUPSD Services. Provide advice and assistance to End Users as required in connection with End User Productivity and Service Desk Equipment and Services, including the provision of a 'service hub' service with dedicated support staff during Business Hours at specified Locations. Allow the client to engage the Service Partner on issues without calling the Service Desk and be responsible for opening records for both Incidents and Requests on behalf of End Users. Maintain a high degree of professionalism. Ensure customer satisfaction throughout all transactions.
Responsibilities
* Install, diagnose, maintain and service computer-related products (desktop/laptop computers, printers, and peripherals).
* Install, repair and maintain End User Productivity and Service Desk Equipment and Systems at client locations.
* Provide remote and on-site Level 2 and Level 3 support for Incidents and Service Requests unresolved by the Service Desk.
* Provide physical support for End User Productivity and Service Desk Equipment, including client-supplied headsets, smartphones and tablets.
* Collaborate with Other Service Partners to provide physical support for Infrastructure at client locations hosting EUPSD Services.
* Advise End Users regarding End User Productivity and Service Desk Equipment and Services; operate a service hub with dedicated support staff during business hours at specified locations.
* Enable clients to engage the Service Partner directly on issues and open records for Incidents and Requests on behalf of End Users.
* Maintain professionalism and strive for high customer satisfaction in all transactions.
Qualifications / Requirements
* NV1 Security Clearance is a must for this role.
* Time management
* Motivated and enthusiastic.
* Experience in delivering IT support services with specified KPI's.
* Effective verbal and written communication skills.
* Strong focus on customer service, with excellent verbal and written communication skills.
* Problem-solving abilities and an analytical mindset.
* A keen interest in developing a career in IT.
About the employer
Unisys is proud to be an equal opportunity employer that considers all qualified applicants without regard to age, caste, citizenship, color, disability, family medical history, family status, ethnicity, gender, gender expression, gender identity, genetic information, marital status, national origin, pregnancy, race, religion, sex, sexual orientation, transgender status, veteran status, or any other category protected by law. Local employment practices and rights may vary by jurisdiction and are subject to applicable local laws. If you are a US job seeker unable to review the job opportunities herein, or cannot otherwise complete your expression of interest, please contact our Global Recruiting organization for assistance. US job seekers can find more information about Unisys' equal opportunity employment policy here.
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