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Job Location: Washington, DC
City: Washington
State/Province: District of Columbia
Country: United States
Department: Technical Customer Services
Date: Monday, October 3, 2022
Working time: Full-time
Ref#: 20020019
Job Level: Department Leader
Job Type: Experienced
Job Field: Technical Customer Services
Seniority Level: Associate
Description & Requirements
About Xerox Holdings Corporation
For more than 100 years, Xerox has continually redefined the workplace experience. Harnessing our leadership position in office and production print technology, we’ve expanded into software and services to sustainably power today’s workforce. From the office to industrial environments, our differentiated business solutions and financial services are designed to make every day work better for clients — no matter where that work is being done. Today, Xerox scientists and engineers are continuing our legacy of innovation with disruptive technologies in digital transformation, augmented reality, robotic process automation, additive manufacturing, Industrial Internet of Things and cleantech. Learn more at xerox.com and explore our commitment to diversity, inclusion and belonging.
Description:
We are looking for an enthusiastic, well organized, and proactive individual, ready to take on a challenge within the Software Technical Support Team with Xerox. The job holder will be part of the Software & Professional Services Team supporting a variety of projects. We are looking for an IT professional with Customer facing skills and excellent written and verbal communications skills that are essential to efficiently perform this position.
Overview:
As part of Software & Professional Services, this resource is aligned to either a single or multiple Client accounts. They provide a support function for the Client, ensuring timely and effective resolution of software/hardware issues with output devices, software solutions and assisting in identifying infrastructure/networking issues. On-going recommendations for improvement, which may include activities in support of same account revenue growth, throughout the life of the contract. The Technical Specialist is an enabler to achieving measurable service levels, as documented per individual account contract requirements. The position reports to a Business Manager within the GSDCoE/Professional services organization.
The role:
- Provide technical support and delivery of services for the life of the contract. Support deployments for software and/or hardware solution components
- Act as a point of contact to the customer, partner(s), subcontractor(s), and other stakeholders in relation to technology-based components
- This role may provide support activity across multiple accounts as required
- Provide a support role during the testing and rollout of the technical solutions within the guidelines of the contracted service.
Responsibilities:
- Support Technology within assigned account(s)
- Ensure 100% compliance to Escalation policy and support Security and Risk compliance in line with contractual obligations
- Ensure Escalations are managed in a timely manner
- Ensure flexibility and availability for overtime, holidays, and schedule changes as per Account contract requirements
- Accountable for effective communications with the Client concerning escalations and Technology developments that are appropriate to their current and future requirements
- Support partner relationships activity related to the Service offerings including Customer IT Service Providers, 3rd parties and subcontractors
- Support development of client related documentation and ensure Technology based procedures are adhered to and updated when appropriate
- Ensure suitable accreditation levels are maintained in line with the contract and Xerox standards
- Support appropriate ITIL disciplines.
Candidate Qualifications & Experience:
- Preferred Bachelor’s Degree (Computer Science, MIS, Engineering or related)
- Experienced support in a service driven industry
- Preferred IT certifications (MS, Cisco, etc)
- English Language Fluency a must (other languages are a plus)
- Attention to detail with strong organizational skills
- Excellent communication skills both written and verbal
- Ability to manage / work in a cross-functional team / environment
- Evidence of experience working within virtual teams
- Ability to multitask and prioritize many initiatives simultaneously
- Experienced at interfacing with customer across multiple levels
- Must have intermediate skills with Microsoft office suite (Word, Excel, Outlook, PowerPoint, Visio & MS Project)
- Ability to identify and articulate risk
- Experience with troubleshooting application related issues in a complex network environment
- Experience with working in a test bed environment reported problem replication, investigation of vulnerabilities, hardware and software maintenance
- Experience of Installation and configuration of printer and server technologies.
Xerox is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, creed, religion, ancestry, national origin, age, gender identity or expression, sex, marital status, sexual orientation, physical or mental disability, use of a guide dog or service animal, military/veteran status, citizenship status, basis of genetic information, or any other group protected by law. Learn more at www.xerox.com and explore our commitment to diversity and inclusion! People with disabilities who need a reasonable accommodation to apply or compete for employment with Xerox may request such accommodation(s) by sending an e-mail to [email protected]. Be sure to include your name, the job you are interested in, and the accommodation you are seeking.
© 2020 Xerox Corporation. All rights reserved. Xerox® and Xerox and Design® are trademarks of Xerox Corporation in the United States and/or other countries.
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