Senior Technical Field Engineer-NV1

Unisys; Canberra; On-site; AUD 70,000 - 100,000; Full time

Job summary

Unisys is seeking a Field Engineer in Canberra to install, diagnose, and service desktop computers, printers, and peripherals at client locations. You will provide both remote and on-site Level 2 and Level 3 support for incidents and service requests that cannot be resolved by the Service Desk.

You will work with service partners, manage physical equipment, and ensure a high level of customer satisfaction through professional service and strong communication.

Qualifications

• NV1 Security Clearance is required for this role.
• Strong customer service orientation.
• Excellent verbal and written communication skills.
• Experience delivering IT support with defined KPIs.
• Ability to manage time effectively.
• Analytical mindset and problem-solving abilities.

Responsibilities

• Install, diagnose, maintain and service end-user devices and printers at client locations.
• Provide remote and on-site Level 2 and Level 3 support for incidents and service requests.
• Support end-user productivity and service desk equipment and systems.
• Coordinate with partners to support infrastructure at client sites.
• Maintain professionalism and ensure customer satisfaction during all transactions.

Job description

The Field Engineer performs activities associated with installing, diagnosing, maintaining and servicing computer-related products, including but not limited to desktop/laptop computers, printers, and peripherals.

Responsibilities and Accountabilities:

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. This includes 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.

Key Qualifications

NV1 Security Clearance is must to have for this role.

Time management

Motivated and enthusiastic

Experience in the delivery of IT support services with specified KPI’s

Effective verbal and written communication skills

Strong focus on providing customer service, with great verbal and written communication skills

Problem-solving abilities and an analytical mindset.

A keen interest in developing a career in IT.