Overview :

Xerox Corporation is an information services technology company that has continually redefined the workplace experience for more than 100 years is currently seeking a Managed IT Services Representative who will be responsible for ensuring client satisfaction for Xerox’s Managed IT Services customers.

The Managed IT Services Representative ensures that service delivery adheres to Xerox company standards. This individual will have an in-depth knowledge of the customer environment with a desired goal of effectively delivering exceptional support to our clients from a remote call center environment.

Ensuring timely incident resolution and superior customer service is a primary objective for the Managed IT Services Representative role.

The Managed IT Services Representative will report to the Support Desk Manager. To accomplish this job successfully, an individual must be able to perform each essential function satisfactorily.

Benefits We Offer :

• Competitive compensation (base salary and uncapped commissions)
• Significant financial rewards for overachievement
• Comprehensive benefits offerings (including medical, dental, vision, life insurance)
• Retirement Plan 401k
• Paid holidays, personal choice days, and paid time off
• A culture that offers flexibility and a healthy work life balance

Roles and Responsibilities :

• Have in depth knowledge of our tools and ticketing procedures
• Follow standard help desk protocols, procedures and guidelines as provided
• Identify, troubleshoot and resolve a wide range of computer, server & network related problems
• Basic understanding of Line of Business (LOB) applications and associated third party vendors
• Stay current with system information, changes and information technology updates
• Any other special projects or tasks assigned
• Ticket Management and Resolution
• Resolve on average 10-12 tickets per day
• Ensure ticket statuses are maintained correctly based on training provided
• Ensure accurate time worked is reported on each ticket
• Ensure all troubleshooting efforts, conversations with customers, vendors, and co-workers are properly recorded on the ticket
• Seek and collaborate with co-workers and team leads on tickets to ensure speedy resolution

Skills & Abilities :

Communication, Oral - Speaks clearly and persuasively; listens and gets clarification; responds well to questions; demonstrates group presentation skills;

participates in meetings.

Communication, Written - Ability to communicate in writing clearly and concisely; edits work for spelling and grammar;

varies style to meet needs; presents numerical data effectively.

Problem Solving - Identifies problems in a timely manner; gathers and analyzes information skillfully; develops alternative solutions;

resolves problems in early stages; works well in group solving situations.

Business Ethics - Treats people with respect; keeps commitments; inspires the trust of others; works with integrity and ethically;

upholds organizational values.

Team Builder - Balances team and individual responsibilities; gathers and analyzes information skillfully; develops alternative solutions;

resolves problems in early stages; works well in group problem solving situations.

Analytical Skills - Ability to use thinking and reasoning to solve a problem.

Qualifications :

• High School Diploma or GED
• Experience : 1-2 or more years of experience in server / network / IT systems and troubleshooting steps.
• Computer Skills : Proficiency with information technology regarding both hardware and software. Working knowledge of Microsoft server and desktop operating systems, specifically Server 2008, 2012, 2016, 2019 and Windows 7, 8, 10 and 11.

Basic networking knowledge, switches, routers, firewalls, VLANs, wireless, Active Directory, Exchange, O365. In depth knowledge of server virtualization technologies, specifically VMware vSphere and Microsoft Hyper-V.

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Last updated : 2024-05-03