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Software Technical Support Analyst

Xerox

Framingham, MA | Full Time

$87k-112k (estimate)

2 Weeks Ago

Software Technical Support Analyst

Xerox Framingham, MA

$87k-112k (estimate)

Full Time | Wholesale 2 Weeks Ago

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Xerox is Hiring a Software Technical Support Analyst Near Framingham, MA

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.

Overview:

This resource is aligned to either a single Client account or multiple 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 issues. On-going recommendations for improvement, which may include activities in support of same account revenue growth, throughout the life of the contract. The Technologist is an enabler to achieving measurable service levels, as documented per individual account contract requirements. The position reports to an SDM or similar organization.

Primary Role:

Act as the subject matter expert on the Equitrac solution
To work directly with KOFAX and the customer in submitting, escalating & resolving authentication issues
To work directly with KOFAX in on-going and proactive maintenance tasks as it relates to the EQ solution.
To submit change management requests and follow up with customer for approval.
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.
Serve as the primary customer contact for equipment support and service.
Coordinate Move/Add/Change (MACD) process.
Basic device cleaning and replacement of operator accessible parts and consumables per equipment specifications.
DocuCare level Break-fix activities (ie replacing feed rollers, adjustment procedures, fuser cleaner procedures, appropriate retrofits, etc.)
Provide IP address support (only with no other network support provided)
Perform basic equipment problem diagnosis.
Point of contact for equipment removal and delivery
Contact service as required (Xerox and 3rd party)
Utilize Xerox web-based applications as required
Accurate call reporting on Equipment in XSM
Remote Service call onsite support
Driving (if required for duties)

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.
Pro-actively manage consumables and supplies.
Collect equipment meter information and submit for billing purposes.
Perform Data Entry for activity and asset tracking.
Address break-fix performance
View details of events and remotely interact with devices to assist with help desk troubleshooting and Output Device problem resolution.
Identify poorly performing devices.
Proactively monitor and manage the fleet by creating an automated event when an Output Device displays specific alerts/errors. Device Configuration Monitoring
Audit devices weekly
Collect known networked Output Device information to ensure compliance to Specifications.
Provide Output Device discovery daily as agreed upon with management. Maintenance (break-fix) Service Support
Work with customer to resolve outstanding issues.
Track and report on aged service call delay contributors.
Track and manage action items to drive improved service delivery. System Asset Tracking, Management, Reporting, and Billing

Qualifications & Experience

Preferred Bachelor's Degree (Computer Science, MIS, Engineering or related)
Experienced support in a service driven industry
Understanding of ITIL, Lean Six Sigma, Agile methodologies
Preferred IT certifications (MS, Cisco, etc)
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.

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Job Summary

JOB TYPE

Full Time

INDUSTRY

Wholesale

SALARY

$87k-112k (estimate)

POST DATE

06/12/2024

EXPIRATION DATE

08/10/2024

WEBSITE

xerox.com

HEADQUARTERS

ALBANY, NY

SIZE

>50,000

FOUNDED

1906

TYPE

Public

REVENUE

$5B - $10B

INDUSTRY

Wholesale

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About Xerox

Xerox is a Connecticut-based technology company that provides digital scanning and printing devices, document management, and other graphic communications solutions.