Junior Software Support Analyst

At Fujitsu, we are driven by our purpose to make the world more sustainable by building trust in society through innovation.

We have been a pioneer in technology and innovation for over 80 years, and we are committed to using our expertise to help businesses and organizations transform for the digital age. We believe that digital transformation is essential to creating a more sustainable future. That's why we are working with our customers to develop solutions that can help them reduce their environmental impact, improve their efficiency, and create a more equitable society.

We are committed to contributing to the United Nations Sustainable Development Goals (SDGs). These goals are a blueprint for a better future for all, and we believe that technology can play a vital role in achieving them.

If you share our passion for making a meaningful impact on the world, we invite you to join our global family of 130,000 employees spanning more than 50 countries. We are a diverse workforce, and we offer a wide range of opportunities for you to grow and develop your career.

Together, we can create a more sustainable future for all.

SUMMARY

The Jr. Software Support Analyst is responsible for supporting the Fujitsu software solutions (edge, mobile, and cloud), interacting directly with customers (Level 3), supporting the customers field deployments, maintaining the knowledge bases, maintaining the controller network, troubleshooting software systems, escalates to project management & development, maintaining system images, and analyzing trends to deliver effective technical solutions.

ESSENTIAL DUTIES AND RESPONSIBILITIES

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions

Essential Functions of the position include, but are not limited to;

• Provides software support (L3) to Fujitsu Software customers for lab & field issues
• Collects all necessary details for investigation (location, steps to reproduce, logs & trace evidence) to identify root cause(s).
• Reproduces customer integration environments for testing, validation, and defect isolation.
• Supports customers in the deployment of the solutions to the field and the resolution of issue(s).
• Maintains Knowledge Base (KB)
• Supports customer installations, upgrades, and deployments of various software solutions:
• Edge deployments (Windows and Linux) of both applications and software development kits (SDK).
• Cloud deployments (Microsoft Azure, Google Cloud, Amazon AWS, etc.) of Fujitsu enterprise solutions.
• Mobile deployments (Android, iOS, etc.) of Fujitsu enterprise solutions of Fujitsu mobile apps.
• Analyzes Fujitsu Software logs, traces, and any other evidence to diagnose issues, identify performance or operational issues, and determine patterns or steps to reproduce.
• Triages customer service desk (L1/L2) issues escalated to Fujitsu (L3) ensuring they contain the necessary information (working with them to capture anything missing or collecting it) and ensuring they are directed to the appropriate personnel.

• Supports Proof of Concept (POC) and Pilot activities in customer labs and field deployments working closely with cross-functional Fujitsu Research & Development teams.

• Collaborates with cross-functional teams to investigate defects, validate fixes, and improve product stability.
• Maintains and troubleshoots the store controller network, customer servers running various operating systems (Windows, Linux, Android, iOS).
• Serves as a liaison between the customer and Fujitsu IT teams to ensure reliable connectivity between the QA lab and external partners.

• Creates, maintains and performs unit testing of the Windows and Linux base images that are used as the basis for the software installation.
• Supports continual improvement efforts by considering efficiency improvements and cost reductions.

• Provides support to customers using the Automatic Software Maintenance system (ASM), diagnoses and resolves various issues.

Other Duties and Responsibilities:

• Participates and contributes in multiple project teams in a support role.
• Adheres to company policies, safety, and quality.

• Supports continual improvement efforts and recommends novel ways to improve processes, tooling, and technologies. Makes recommendations to reduce costs.
• Additional responsibilities as assigned. This job description is not intended to be all-inclusive. Other, reasonable, and related duties may be assigned to meet the ongoing needs of the organization.

SUPERVISORY RESPONSIBILITIES

None.

QUALIFICATIONS

Required Knowledge

• Novice knowledge of various platforms (Windows, Linux, Azure, GCP, AWS, Android, iOS) to support installations, upgrades, deployments, and field issues.
• Novice experience at analyzing logs (and other evidence) to identify issues, bugs, and their patterns.
• Novice experience with Databases, Networking, and various Hardware devices.
• Novice software skills with operating systems (Windows & Linux) for creating and supporting base images.
• Novice software troubleshooting and testing skills.
• Novice experience installing and troubleshooting device drivers, application software, anti-virus and anti-malware systems.

Required Soft skills

• Ability to Maintain the Knowledge Base (KB) for customers, peers, and other technical support groups (solution engineers, field engineers, development, and quality assurance).
• Experienced troubleshooting skills.
• Experienced communication skills (written and oral).
• Ability to create clear and usable documentation for all tasks performed in the position.
• Ability to leverage AI to assist in log analyses and investigations.
• Ability to write scripts (i.e. PowerShell) to automate support tasks/commands.
• Strong organizational skills and attention to detail.
• Strong customer service skills, in person, on the phone and in writing.
• Comfortable with team-based work structure; Ability to demonstrate flexibility on the job.
• Demonstrates initiative, is conscientious and provides complete follow-through on areas of responsibility.

EDUCATION and/or EXPERIENCE

• Minimum of high school diploma with corresponding relevant certifications/accreditations or bachelor’s degree in computer science, computer engineering or related discipline or equivalent combination of work experience and education.
• 1-2 years of software support experience or 1-2 years of service desk support experience.

COMPUTER SKILLS

Individual must be PC literate and experienced with all current operating systems. Proficient in Word, Excel, Access, PowerPoint, Outlook and other commonly used applications software is preferred. Background and knowledge in networking and debugging software applications.

CERTIFICATES, LICENSES, REGISTRATIONS

None

LANGUAGE SKILLS

Demonstrate ability to read, comprehend, and respond appropriately through written or verbal form in English and French when required; ability to demonstrate tactfulness when communicating, to include internal communication with staff members of all levels; ability to effectively communicate with a variety of audiences (internal, customers, vendors, and 3rd party groups). Ability to respond to common inquiries or complaints from customers, regulatory agencies, or members of the business community.

MATHEMATICAL SKILLS

Demonstrate ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume. Ability to apply concepts of basic algebra and geometry.

REASONING ABILITY

Demonstrate ability to effectively apply common sense and follow through to daily tasks; demonstrate ability to work with little or no supervision; demonstrate excellent analytical skills; demonstrate ability to efficiently conduct research.Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to interpret an extensive variety of technical instructions with several abstract and concrete variables.

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is required to stand, walk, sit, and reach with hands and arms. The employee must occasionally lift and/or move up to 50 pounds.

SENSORY DEMANDS

May spend long hours in intense concentration and may also spend long hours on the computer performing tasks which require attention to detail and high levels of accuracy.

MENTAL DEMANDS

There are a number of deadlines associated with this position, which may cause significant stress. The employee must also deal with a wide variety of people on various issues and must be able to work well in a changing and growing environment.

WORKENVIRONMENT

Headquartered in Montreal, Quebec, Canada with the flexibility to work remotely or from the office. The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. The noise level in the office work environment is usually quiet. The noise level in the lab is quiet to moderate.

TRAVEL

None

At Fujitsu, we are committed to creating a diverse and inclusive workplace where everyone feels valued and respected. We believe that diversity and inclusion are essential to our success, and we are committed to creating an environment where all employees can thrive.

We promote diversity, equal opportunity and inclusion. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, disability, marital status, sexual orientation, gender identity or expression, genetic information, veteran status, or any other characteristic protected by applicable law.

We believe that everyone has something to contribute, and we are committed to creating a workplace where everyone can reach their full potential.