Xerox Virginia Beach , VA 23452
Posted 3 weeks ago
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:
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
Roles and Responsibilities:
Ensure professional, timely and polite support to all of our clients
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:
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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