Desktop Services Engineer III

Fujitsu America Plano , TX 75023

Posted 2 months ago

Looking for a challenge tailored for you? Look no furtherthe opportunity is here! Fujitsu America can offer you exciting projects with a wide range of clients, in various domains of expertise. Over 170,000 Fujitsu people support customers in more than 100 countries. We use our experience and the power of ICT to shape the future of society with our customers. You will enjoy our dynamic work environment where showing initiative and creativity is strongly encouraged, and where your contribution is recognized, no matter what your talents or skills are. Fujitsu America values collaboration and innovation. For more information on Fujitsu America's business scope, visit http://solutions.us.fujitsu.com/.

Fujitsu America, an innovative company known for its commitment to employee work/life balance, learning, and professional development, is growing! The SAP practice at Fujitsu America is looking for motivated professionals with SAP experience. Fujitsu America's partnership with SAP spans more than 40 years, services clients around the globe, and is committed to delivering real-world value. Join our cutting edge team of professionals, support our SAP clients, and work with our Center of Excellence to develop next generation solutions and applications.

POSITION SUMMARY:

Provide professional assistance to internal and external customers having hardware- and software-related problems with their supported desktop, laptop or peripherals. Able to resolve local area networking issues to ensure connectivity to the Corporate network, and work with the Infrastructure and Messaging teams as necessary to resolve incidents. Support is provided in a timely manner in accordance to published SLAs while maintaining a high level of customer satisfactions.

POSITION DUTIES AND RESPONSIBILITIES:

Provide Level-2 and Level-3 technical support for supported desktops, laptops, and peripherals. This includes the following activities:

  • Correcting hardware problems with supported desktops, laptops and peripherals by coordinating support with OEM vendors.

  • Managing returns on warranted parts and systems.

  • Packaging and shipping replacement parts to customers.

  • Maintaining standard software configurations, including troubleshooting, loading and configuring software images, supported applications and drivers.

  • May lead the development of information technology and infrastructure projects.

  • Installing, supporting and troubleshooting approved desktop software.

  • Performing planned maintenance, moves, adds and changes.

  • Provide support services to employees with technical problems and information technology issues involving desktop, laptops, PDA or network services from local personnel or from employees using network remote access (VPN).

  • Provides timely resolution of problems or escalation on behalf of the customers to appropriate technical personnel.

  • Creating and maintaining images for standard systems.

  • Recommends hardware and software solutions, including new acquisitions and upgrades.

  • Demonstrates good judgment in selecting methods and techniques for obtaining solutions.

  • Uses skills as a seasoned, experienced professional with a full understanding of industry practices, company policies, and procedures.

  • Troubleshooting and resolving intermediate LAN connectivity incidents.

  • Ability to work on call after hours as required.

Communicate effectively with multiple customers and co-workers. This includes the following activities:

  • Consulting with the Service Desk on support calls.

  • Able to communicate highly technical information to both technical and non-technical personnel.

  • Providing Case status updates to management and end-users.

  • Providing phone support and diagnostics to remote customers.

  • Participating in training programs designed to educate customers about basic and specialized applications.

  • Develops, documents, and implements standard operating procedures and customer service guidelines relating to Desktop Managed Services support.

  • Assess day-to-day activities to minimize customer down-time and ensure customer satisfaction.

  • Analyzes problem trends and develops ideas to achieve problem resolution.

TEAM LEAD RESPONSIBILITIES (if applicable):

  • Ability to fill in as acting Team Lead when necessary.

QUALIFICATIONS:

  • Ability to work independently and take ownership.

  • Solid technical and analytical skills required.

  • Ability to manage IT / Desktop initiatives and organize projects.

  • Thorough knowledge of supported Microsoft Windows operating systems.

  • Intermediate Experience with Active Directory administration.

  • Thorough knowledge of installation, configuration, use and troubleshooting techniques of supported versions of Microsoft Office.

  • Strong interpersonal skills in dealing with a wide range of customers with varying computer abilities.

  • Experience troubleshooting intermediate complex local area network (LAN) and VPN connectivity issues.

EDUCATION and/ or WORK EXPERIENCE:

  • Associate's Degree or equivalent experience required
  • A Certification recommended
  • MCTS, MCITP, MCPD, MCM preferred
  • MCSA, MCSD and MCSE preferred
  • ITIL Certification preferred
  • 4-6 years or more of related experience preferred.

SPECIAL CONDITIONS: (Travel, work environment, physical demands, certificates, licenses etc..)

  • Ability to travel as required.

  • Ability to lift 50lbs (printers, desktop machines, etc.).

If you meet these qualifications and are pursuing new challenges that focus on delivering innovative solutions that increase business value, we'd like to talk with you today. Come be a part of the action at Fujitsu America!

Fujitsu is an Equal Opportunity/ Affirmative Action Employer of Minorities, Females, Individuals with Disabilities and Protected Veterans.


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