Resp.O.T. – Fujitsu

Provides technical support activities as part of service delivery provision and/or projects deployment, including installation, troubleshooting, problem resolution and maintenance. Responds to customer questions regarding operation and malfunctions. Advises customers on preventative maintenance and configuration adjustments to improve product performance and customer satisfaction. May be mobile or based on site at a customer building or campus. Works with no supervision and has depth of specialization or able to work on a wide range of systems. Supports less experienced Technical Onsite Engineers in maintaining the availability of the IT service experienced by end users. May supervise other members of the team to support the Team Manager in delivering service/reporting.

Key Accountabilities

• Technical Capability. Works within a team as a noted expert with a wide range of systems or in-depth product knowledge without supervision helping to define and implement technical best practice. Ensures effective planning and implementation of creative and innovative service changes.
• Process. Contributes to the definition of operational processes, (both internal and external) and dealing with customer escalated problems.
• Service Level. Manages systems within Service Level Agreements, proposing, defining improvements and implementing changes to meet service level requirements. Monitors performance through statistical reporting and analysis.
• Project Work. Leads technical implementation of small to medium infrastructures and technical designs including producing cost and timescale estimates and identifying risks. On larger projects works within a technical framework of the Project to meet customer requirements.
• Customer Relations. Establishes working relationships with the customer and relevant operational units, at the appropriate technical and / or management level, to understand the requirements of the customer’s business in order to deliver and enhance the service.
• Problem Solving. Takes ownership for obtaining the information required to diagnose and resolve more complex problems. Engages with third parties to jointly resolve in-depth product issues where necessary. Proactively analyses information and trends, proposing action to resolve problems, maintain and enhance service.
• Team Working. Takes a technical lead, promoting knowledge sharing and development of other team members both inside and outside of the group. Stands in for the team leader as necessary.
• Business Awareness. Proactively contributes both technically and commercially to identify and win new business. Understands the requirements of the customer’s business, the scope of the contract and knows how issues impact the delivery of service.
• Professional Development. Stays up to date with new products, tools and techniques, encouraging their use within the business to promote continuous improvement of capability.

Key Performance Indicators

• Feedback from Customers, Service Delivery Management, Project Manager etc.
• Technical Assessments.
• Proven track record of problem resolutions.
• Evidence of sharing and re-use of knowledge.
• Successful production of documentation.
• Successful management and implementation of changes.
• Improvement/ enhancements to service delivery.
• Meets and improves service level requirements.
• Successful management of escalations in a timely manner.
• Meets project deadlines and costs within own area of responsibility.
• Errors with workarounds or fixes provided in a timely manner.
• Percentage of customer problems resolved within required timescales.
• Contribution to service improvements.
• Correct application of severity, impact and priority.
• Skills matrix up to date with products / systems/ technologies and techniques.
• Up to date personal learning plan available.