Job Description

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 and explore our

Job Summary

Responsible for troubleshooting hardware, software, and network operating problems over the phone. Drive/own the governance to support driving the digitisation of forms, applies understanding and knowledge of information systems products and services to assist users. Identifies, investigates and researches user questions and problems as well as isolating and resolving information systems problems. Prioritizes issues using appropriate escalation procedures, and coordinates referrals to technical, professional, or service personnel as needed.

Purpose

• Builds knowledge of the organization, processes and customers
• Requires knowledge and experience in own discipline; still acquiring higher level knowledge and skills
• Receives a moderate level of guidance and direction
• Moderate decision making authority guided by policies, procedures, and business operations protocol

Main Responsibilities

• May perform one or more of the following:
• All other duties as assigned

Issue Management

Troubleshoots via the phone hardware, software, and network operating problems and involves technical resources to ensure resolution

Identifies, investigates and researches user questions and problems as well as isolating and resolving information systems problems

Receives and prioritizes issues and forwards using appropriate escalation procedures

Serves as a technical advisor to users with complex systems issues by resolving or conferring with technical personnel

Service & Product Ownership

Applies understanding and knowledge of information systems products and services to assist users

Coordinates referrals to appropriate technical, professional, or service personnel

Provides functional or task leadership

Coordinates special projects and system upgrades

Client management

Briefs customers and/or management on the status of resolution efforts

Recommends system or process improvements, including procedures, training, and enhanced documentation

Transition planning

Development target and schedule

Ensuring alignment & monitoring progress with Business Group and Xerox resources

Communications planning for approver and end users

Underpinning the above will be Service Management - includes:

• delivery of business intelligence to EITS and the relevant Business Group

o progress reporting of development & test activities

o service reporting against KPIs

• change management

• risk management

Job Requirements

• 3+ years of IT-related experience
• Experience installing and maintaining print drivers
• Experience with print queue management and servers
• Experience with general printers and multifunction printers
• Must have good communication skills
• Must be able to obtain a full security clearance

Nice to Have

• Service Now
• DocuShare
• YSoft SafeQ6 Knowledge
• Powershell

#LI-AP1

#Hybrid

Share this job:

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 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 talentacquisitionsupport@xerox.com. Be sure to include your name, the job you are interested in, and the accommodation you are seeking.

\xc2\xa9 2023 Xerox Corporation. All rights reserved. Xerox\xc2\xae and Xerox and Design\xc2\xae are trademarks of Xerox Corporation in the United States and/or other countries.

Xerox