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.
RESPONSIBILITIES (DUTIES) OF POSITION:
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
Requisition ID: 16025672
Virtual/work from home? No