Massachusetts Jobs

Software Technical Support Analyst

General Information

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City

Framingham

State/Province

Massachusetts

Country

United States

Department

Technical Customer Services

Date

Monday, June 24, 2024

Working time

Full-time

Ref#

20033429

Job Level

Individual Contributor

Job Type

Experienced

Job Field

Technical Customer Services

Seniority Level

Associate

Currency

USD - United States - US

Annual Base Salary Minimum

60,000

Annual Base Salary Maximum

75,000

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 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.

#LI-RL1

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.