Xerox Onsite Technical Support Specialist in Manchester, United Kingdom

Support Specialist

Organisation Segment: TB\LEO\Professional Services\Technology

Business Unit: TB\LEO\Service Delivery\Project & Transition Management

Reports to: Technical Account Manager

Purpose :

  • The role provides Technology Support for theaccount(s) to which it is assigned.

  • He/she is a key member of the Client Deliveryteam and supports the performance and evolution of the customer’s Xeroxsolution from a Technology standpoint.

  • The role provides a Client interface forTechnology based components.

  • He/she will support ongoing operationalperformance of the Technology offering

  • He/she will operate and contribute to keytechnology processes defined for the account.

  • He/she will manage software break / fix ticketsand support testing requirements within the account

Key Performance Indicators

  • Compliance with account Technology basedprocesses to appropriate standards / policies.

  • Time reporting in line with company standards andsystems

  • Technical Escalations are managed and reportedin line with contractual SLAs

  • Test management cycles are managed and reportedin line with contractual SLAs

Scope

  • Support the account in relation to XeroxTechnology components.

  • Provide support to device and service solutioncomponents managed within the account.

  • Act as key interface to with the customer,partner(s), subcontractor(s) and other Xerox stakeholders in relation totechnology based components

  • Depending on the scale of requirements within anaccount, this role may provide support activity across multiple accounts asrequired

Main Responsibilities:

  • Ensure flexibility in support role to align tochanges relating to the client’s IT support services and / or Xerox remit.

  • Ensure minimum suitable accreditation levels aremaintained in line with the contract and Xerox standards.

  • Ensure availability onsite in the assignedlocation in prime hours including overtime, holidays etc. as per contractrequirements.

  • Ensure 100% compliance to Xerox Escalationpolicy

  • Ensure all Escalations are managed in a timelymanner and follow Xerox and the Client's Escalation Policies and Procedures.

  • Act as a Technology contact for the Client(s).

  • Provide appropriate Technology focussedapplication of Global Service Delivery Model.

  • Support the delivery of the Client TechnologyDashboards on a regular basis that captures Technology Status for eachaccount..

Candidate Education:

Minimum High School Diploma / (GED) / Secondary School GCSE or equivalent

Preferred Technical Diploma or certificates

Preferred Associate Degree / College Diploma /Cegep / A Levels

Professional Certifications:

  • Comp TIA IT certification (or equivalent). Includes a number of certifications: A , Network , Server , Security, IT Fundamentals or equivalent Microsoft qualifications. Industry certification in Microsoft, Sun, Cisco etc

Candidate Background:

  • Skilled in the use of diagnostic tools.

  • Proven technical understanding of the relevantXerox and partner products.

  • Experience or understanding of resolvinghardware and software issues.

  • Able to interact professionally and courteouslywith customers on the phone and ability to conceptualise customer issues aspart of the problem solving process where lab or virtual systems are notavailable.

  • A strong customer focus with a commitmenttowards delivering results.

  • Results oriented with an excellent record ofsuccess.

  • Able to logically examine and interpretinformation from different sources to develop a course of action.

  • Must pass any qualifications need legally forthe role in the geography supported

Title: Onsite Technical Support Specialist

Location: GBR-Manchester-Manchester

Requisition ID: 17003915

Virtual/work from home? No