Job Information
Xerox Software Technical Support Analyst I (US) in Cincinnati, Ohio
Software Technical Support Analyst I (US)
General Information
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City
Cincinnati
State/Province
Ohio
Country
United States
Department
TECHNICAL CUSTOMER ESCALATION
Date
Friday, November 22, 2024
Working time
Full-time
Ref#
20034372
Job Level
Individual Contributor
Job Type
Experienced
Job Field
TECHNICAL CUSTOMER ESCALATION
Seniority Level
Associate
Currency
USD - United States - US
Annual Base Salary Minimum
42,180
Annual Base Salary Maximum
84,360
The salary range above represents the low and high end in the local currency of Xerox’s salary range for this position and is reflected in an annualized amount. Actual salaries will vary based on factors including, but not limited to, geographic location, market competition, and/or the successful applicant’s education, experience, knowledge, skills, and abilities. The range listed is just one component of Xerox’s total compensation package for employees. Employees are also afforded a comprehensive suite of benefits, to view those details please visit Xerox Careers for your applicable country. If you are not reviewing this job posting on Xerox Careers (https://xerox.avature.net/en_US/careers) , we cannot guarantee the validity of this posting. For a list of our current internal postings, please visit Xerox Careers (https://xerox.avature.net/en_US/careers) .
Hourly: Hourly rates for this position can be shared with you per your location, this rate will fall within the posted range.
Description & Requirements
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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 www.xerox.com and explore our commitment to diversity and inclusion. (https://www.xerox.com/en-us/jobs/diversity)
Overview :
This position will support managed services customers (HYBRID). The software technical analyst will provide support on a variety of Xerox devices and applications. Individual will develop an understanding of the specific customer environment and related technologies. Responding to various ticketing systems, will triage and troubleshoot device, end user, network, and application issues. Provide ongoing steady state operability of all managed services contracted solutions. Communications via email, ticketing systems, remote meetings, IM and other methods will be utilized with the customer and Xerox team members extensively.
Role and Responsibilities :
Develop and maintain knowledge of client networks.
Respond to various monitoring and alerting systems.
Perform remote and on-site implementations of Xerox technologies.
Resolve complex issues and validate problem solutions.
Assist in the creation, review, evaluation, and on-going maintenance of technical documentation.
Escalate to higher tiers to ensure performance and customer needs are being met.
Implement device and system configuration changes as requested in accordance with change control process.
Provide technical support to Xerox and customer end users.
Implementation of new devices and related testing
Participation in change processes and region outage triage during off-hours to assist lead analyst is desired.
Escalate site or region issues in a timely fashion to the lead analyst.
Ongoing self-learning and skill development with lead analyst
Work with lead analyst on special projects and other task.
Routine interaction with XDM and XSM
Participate in status calls and, as required take notes and facilitate meetings.
Validation of customer key network infrastructure interoperability with Xerox solutions.
Other duties that may be assigned and required as needed.
Skills & Abilities :
Effective and productive working remote or on site.
Self-starter - Takes the initiative with minimal direction, including learning new technologies.
Self-managing – Utilizes time effectively, productive, strong proven ability to work and manage multiple tasks on a priority interrupt basis.
Team skills – Work group prioritized vs. individual, contributes and initiates assistance to team members, takes on tasks and follows through effectively.
Communication skills – In person and remote oral and written communications, attention to detail, documentation of actions and next steps, and ongoing tracking, ownership and closed loop follow up.
Problem Solving / Analytical – Methodical, analytical, detail oriented. Ability to identify problems and effectively resolve problems in a timely fashion.
Detail oriented – Documents details in ticketing systems, communications are clear and concise, maintains action and priority list, follows up on all actions and required activities consistently.
Technical :
Desired experience / working knowledge:
Microsoft server and desktop operating systems.
Networking devices including Firewalls, Switches, Access Points, Routers
Email services, IP addressing, DNS, SNMP, LDAP, DHCP, HTTPS, SSL/TLS, PKI.
Working knowledge of network communication protocols and well known services.
Wired and wireless communication technologies
Education and Experience :
Experience: 3+ years working with end users on IT and application related matters and/or prior experience working with a managed services customer. Entry level consideration with work experience. Proven work experience in large customer environments leveraging XDM & XSM experience is a plus.
Education: Associate's Degree or greater in IT or related field. Work experience and professional certifications will also be considered.
Computer Skills: Familiarity of mainstream technology solutions such as Microsoft Windows platforms, O365 application suite, firewall, security, access controls, virtualization technologies, switching / routing technologies, and cloud computing.
Certifications: IT industry certifications are preferred, specifically CompTIA Network+. *If not currently held, candidate learning path toward CompTIA Network+ certification within 12 months desired.
Additional Benefits:
Full medical/dental/vision, wellness credits, and a company contribution to a Health Savings Account and 401k matching.
Paid time off, plus holidays and personal days.
Substantial growth opportunities for future career development within a supportive and collaborative company culture.
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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, 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: https://www.xerox.com/en-us/jobs/diversity 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 XeroxStaffingAdminCenter@xerox.com. Be sure to include your name, the job you are interested in, and the accommodation you are seeking.