Software Technical Support Analyst

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:

Fleet Management, Deployment and Application Management including but not limited to Security compliance, auditing & remediation per customer requirements; maintaining and updating Deployable Technology Lists; creating, uploading and assigning driver configuration files to config sets; upgrading firmware per contractual requirements; administration of Windows Server environment; change management for all Xerox applications and reporting by extracting raw data from various systems & creating custom reporting for agreed upon metrics or services.

Additional Duties:

• The incumbent will aid in the support of internal and external customers/end users of the tools, business processes, and procedures.

• In this support role, the incumbent will use expertise and IT knowledge to resolve complex and/or time-consuming issues, create new repeatable solutions, and disseminate those solutions to the other tiers within the support process.

• The incumbent will also assist in the creation, review, evaluation, and on-going maintenance of content associated with the program.

Responsibilities (Duties) Of Position:

• Provide subject matter expertise in usage, implementation and configuration of XPSAS technologies.

• Consult with users, support resources, and management to assess and resolve support issues.

• Provide support to the implementation/deployment teams during account implementations.

• Provide support to the account teams/field resources in steady state operations.

• Provide support to customer end users and customer support IT operations.

• Implement system configuration changes as requested in accordance with change control process.

• Review log files and/or use monitoring tools to analyze system performance. Determine appropriate action in problem situations.

• Troubleshoot basic, intermediate, and advanced problems and recommend appropriate actions to achieve resolution.

• Use and document standard processes and procedures.

• Escalate as needed to higher tiers to ensure performance needs are being met.

• Work closely with the technology teams within the organization to help ensure implemented changes to the software suite meet business needs.

• Participate in on-call support of applications, as required.

• Participate in daily/weekly/monthly status calls and as required, facilitate meetings.

Key Activities and Initiatives of Position:

• Ensure contracted obligations are met for device firmware level and device security settings.

• Assist and lead resolution of escalated support issues.

• Resolve issues in a timely manner.

• Document repeatable solutions for re-use by other support team members.

• Contribute to the overall body of knowledge (content) related to the supported programs.

Relevant Skills & Knowledge Pertaining to Position:

• Mathematics

• Knowledge of basic statistical analysis and algebra

• Active Learning

• Understanding the implications of new information for both current and future problem-solving and decision-making.

• Troubleshooting

• Determining causes of operating errors and deciding what to do about it.

• Critical Thinking

• Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.

• Complex Problem Solving

• Identifying complex problems and reviewing related information to develop and evaluate options and implement solutions.

• Systems Evaluation

• Identifying measures or indicators of system performance and the actions needed to improve or correct performance, relative to the goals of the system.

• Operations Analysis

• Analyzing needs and product requirements to create a design. Basic organizational and communication skills.

• Virtual Support

• This role is involved with members of teams outside of the home country.

Required Skills:

• Proficiency in Microsoft Word, Excel, PowerPoint, and Visio, coupled with strong time management and communication skills.

• Demonstrated ability to collaborate effectively within both traditional and virtual team settings.

• Extensive experience in Print Output Management, including knowledge of printer technologies, Printer MIB, SNMP protocol, and Firmware level management.

• Competence in Xerox Device Manager, Configuration set functionality, and Firmware Upgrade Policies.

• Solid understanding of general protocols, networking, relational database concepts, and a minimum of three years of Information Technology experience.

Preferred:

• Profound understanding of Microsoft operating systems, complemented by a bachelor's degree in computer science or related fields.

• Familiarity with ITIL Fundamentals.

• Additional expertise in YSoft SafeQ, CleoStreem, Equitrac, and Sharescan is advantageous.

• Ability to leverage supplementary skills such as YSoft SafeQ, CleoStreem, Equitrac, and Sharescan to enhance performance and efficiency.

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