Xerox Tier 3 Application Support Specialist in Lisbon, Portugal

The role is a technical position involving the support of the Global Document Outsourcing (GDO) technologies. The job holder will aid in the support of internal and external customers/end users of the tools, business processes, and procedures Xerox employs. In a Tier 3 support role, the job holder 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 team members within the support structure. He/She will be involved in the launch of new offerings and solutions and ensuring support readiness for launch as well as assisting in the creation, review, evaluation, and on-going maintenance of support content. The selected candidate will complete service requests associated with the GDO technologies, in support of Xerox customer contracts.


Support Activities

  • Develop and provide subject matter expertise in usage, implementation and configuration of GDO technologies.

  • Provide incident support for in-scope applications during account implementations and in steady-state operations.

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

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

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

  • Use remote access technologies in support of on-premises installations of applications.

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

  • Perform, document, and present root cause analysis (RCA) for critical issues, as required.

  • Resolve incidents and problems within stated service level objectives. Service Requests

  • Implement service requests in accordance with change control process.

  • Create, delete, maintain, and audit access controls, as required.

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

  • Help maintain the security of GDO technologies through use of security best practices and application of Xerox security policies.

  • Resolve service requests within stated service level objectives. Offering/Solution Development and Launch (TTM)

  • Serve as the lead support resource/subject matter expert for one or more solutions/applications.

  • Participate in the development of new solutions and offerings, as required.

  • Document, implement, and/or update standard processes and procedures.

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

  • Ensure support readiness by agreed solution launch deadlines. Organizational Activities

  • Help management contain cost of operations within targets.

  • Manage projects, implementations, and initiatives, as required.

  • Improve processes using proven methodologies and best practices, such as Lean Six Sigma and ITIL ® .

  • Identify organizational growth and improvement opportunities.

  • Prepare operational reports or project progress reports.

  • Prepare weekly status reports and provide to program management.

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

  • Perform monthly, quarterly, and annual analysis of incident support and service request activities; identify trends, opportunities to eliminate problems, and eliminate systemic issues.

  • Prepare monthly, quarterly, and annual results from analysis to present to regional operating companies and/or customers.

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

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

  • Good understanding of Microsoft Windows and Internet Explorer.

  • 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.

  • Good understanding of TCP/IP networks and network-related configuration and solutions.

  • Understand Microsoft OS security components such as Local and Group Policies, ACLs, and Active Directory, and how they affect GDO technologies.

  • This role has involvement with employees and customers outside of the home country. Other counterparts may reside in any region of the globe. REQUIRED:

  • English language competency at 85% or better, both written and verbal

  • Strong skills with Microsoft Word, Microsoft Excel, Microsoft PowerPoint, and Microsoft Visio

  • Strong time management skills

  • Strong communication skills - verbal and written

  • Ability to function well in a team environment.

  • Ability to function well on virtual teams.

  • Microsoft Certified Systems Administrator (MCSA) Windows certification, or equivalent experience

  • Minimum (3) years of Information Technology experience

  • Minimum (1) year experience in Application Administration PREFERRED:

  • Bachelor's Degree in Computer Science, MIS or Engineering.

  • Related discipline or equivalent technical work experience will be considered with a equivalent of (5) years minimum experience

  • Microsoft Certified Systems Engineer (MCSE) Server Infrastructure certification, or equivalent experience

  • Experience with Nuance Equitrac, YSoft SafeQ, or Cirrato One solutions

  • Cisco Certified Network Associate certification

  • CompTIA A , Network , or Security certification

  • French language competency at 90% or better

  • Other key multi-lingual competency (Italian, German, Spanish)

  • Experience with Media Wiki contribution and editing

  • ITIL ® Foundation certification

  • Lean Six Sigma Green Belt or higher

  • Knowledge of relational databases and basic transact SQL skills

Job: Customer Support & Administration

Organization: Large Enterprise Operations

Title: Tier 3 Application Support Specialist

Location: Portugal-Lisbon-Lisbon

Requisition ID: 16025672

Virtual/work from home? No