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Field Engineer 2

Unisys - East Fremantle, WA

Source: uWorkin


We Believe in Better!

We are a global information technology company that builds high-performance, security-centric solutions that can help change the world. Enhancing people’s lives through secure, reliable advanced technology is our vision.

At Unisys, we believe in better! Here, you have the opportunity to learn new skills, apply your expertise, and solve complex problems with cutting edge technologies and solutions. You are part of a global diverse team that supports you, drives change, and delivers successful results consistently.

Our associates are at the forefront of everything we do, driving our clients’ successes while giving back to communities and making this world a safer and more secure place to live and work. Our success is a direct result of the work of our people who live and breathe our . Simply put, we believe in better lives. Join us!

Learn more about Unisys and our key solution offerings: , , ,

What success looks like in this role:

  • Provide technical (1st and 2nd level) IT support to internal employees via telephone, email, walk-ins and remotely
  • Good troubleshooting and problem solving experience
  • Handle, triage and troubleshoot faults and service requests, perform First in fix and engage the right resolver groups
  • Ability to communicate clearly and concisely both verbally and in writing to customers and internal stakeholders
  • Communicate courteously and effectively with non-IT and IT specialists alike to ensure customer and service level standards are met successfully
  • Ensure all technical processes and security protocols are correctly followed
  • Manage and monitor team responses for jobs assigned to queues
  • Manage, assist and provide advice to staff for resolving and/or providing workarounds to incidents as directed
  • Demonstrate commitment to improve knowledge base and service quality improvements on regular basis
You will be successful in this role if you have:

  • Proven experience in a Service Desk environment performing first in fix, triaging and also resolving level 2 and 3 technical issues (where possible)
  • Experience with desktop support, hardware, network and software installation and troubleshooting
  • O365 experience is essential for this opportunity due to the nature of the environment
  • Working in a large enterprise environment supporting customers over the phone and supporting the team with various desktop tickets
  • Excellent customer service is key
  • Good troubleshooting and problem solving experience
  • A proactive nature, an enthusiastic attitude and a genuine desire to help people;
  • IT Service Desk or other IT Clients Support role
  • Supporting a corporate Windows environment
  • Ability to work in a complex environment with clients and colleagues located across multiple sites
Desktop troubleshooting and request fulfilment:
  • Windows 10, Windows 7
  • Office 365 & Standalone Support
  • Printing
  • Software installation and troubleshooting
  • Network troubleshooting
  • Remote troubleshooting (where required)
  • Software and Hardware diagnostic skills and building/upgrading PC's
Qualification and certification
  • NV1 or NV2 Clearance
  • 3-5 years of experience in L2 desktop support roles.
  • Experience in Service Desk role
  • Familiarity with ITIL framework
  • Degree and/or IT Certifications (Microsoft, CompTIA, ITIL etc.) are highly desirable
  • Exposure to Linux and virtualisation environment is recommended