Xerox Onsite Technical Support Specialist in Manchester, United Kingdom
Organisation Segment: TB\LEO\Professional Services\Technology
Business Unit: TB\LEO\Service Delivery\Project & Transition Management
Reports to: Technical Account Manager
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
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
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..
Minimum High School Diploma / (GED) / Secondary School GCSE or equivalent
Preferred Technical Diploma or certificates
Preferred Associate Degree / College Diploma /Cegep / A Levels
- 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
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
Requisition ID: 17003915
Virtual/work from home? No