Xerox Syst Techn Specialist in Victoria British Columbia Canada
Syst Techn Specialist(
Xerox is the world's leading enterprise for business process and document management. Its services, technology, and expertise enable workplaces - from small businesses to large global enterprises - to simplify the way work gets done so they operate more effectively and focus more on what matters most: their real business. Xerox offers business process outsourcing and IT outsourcing services, including data processing, healthcare solutions, HR benefits management, finance support, transportation solutions, and customer relationship management services for commercial and government organizations worldwide. The company also provides extensive leading-edge document technology, services, software and genuine Xerox supplies for graphic communication and office printing environments of any size. Xerox serves clients in more than 160 countries. For more information, visit www.xerox.com, www.news.xerox.com, www.realbusiness.com or www.xerox.com/businessservices.
The Desktop Support Specialist applies a broad and in-depth working knowledge of information technology products
and services to more complex assignments and assists more experienced staff in the application of technical concepts,
practices and procedures. The incumbent generally is a member of a quick-response customer support team and works
with clients over the phone and onsite to troubleshoot, analyze, diagnose and engage appropriate technical resources to
resolve client issues. The incumbent operates independently to provide prompt and professional desktop service through
quick processing and prioritization of a variety of problems.
REPRESENTATIVE PRINCIPAL DUTIES AND RESPONSIBILITIES
- Ensures the most complex customer issues are promptly addressed, documented and resolved in a timely and
professional manner consistent with the highest customer service and professional / technical standards.
Briefs customers as well as management on the status of current resolution efforts and attends daily/weekly meetings.
Maintains daily tickets and reports to ensure the highest service levels are maintained.
Serves as technical advisor, providing front telephone, remote desktop, and onsite desktop support for system users
with complex issues by resolving or conferring with the appropriate technical or systems personnel.
- Initiates tracking and reporting of issues, as well as recommends means for system improvement including procedural
steps, increased training, and enhanced documentation.
- Serves as a mentor to lower level helpdesk technicians providing guidance during the troubleshooting process, training
- n new products and assistance in the development of their skills.
Performs on Call work after hours (24/7) as needed to resolve technical issues and meet service level agreements.
Performs other duties as requested.
Education and Typical Years of Experience:
- Associate’s degree in Computer Technology/ MCDST/ MCTS (Windows 7)/ A+ certification or equivalent work
experience in desktop support and customer service environments.
- 2+ years progressively responsible experience, demonstrating in-depth working knowledge with a broad range of
desktop support technology and best practices.
Strong demonstrated analytical and creative problem solving skills.
Computer literate with proficiency in information systems and software applications.
Good customer service orientation and appreciation of role as Xerox representative
Windows XP/ 7 installation and deployment
SCCM OSD, ImageX imaging or similar desktop imaging technology
Office 2003/ 2007/2010 installation and support
Lotus Notes Support
Novell file and print service support
Nuance eScan support
McAfee Virus Scan 8.7i / Symantec Antivirus installation and support
Blackberry/ iPhone/ iPad support and configuration
Windows wireless support
Batch file creation and VB scripting
Multiple vendor desktop and laptop support
Remedy or equivalent ticket management system experience
System Center Configuration Manager (SCCM) reports/ software automation
Cisco/ Avaya IP phone configuration
Perform Weekly server tape backup procedures
Hands on support for server/ network/ telecom equipment
If you meet the requirements of this position and want to work for a world-class company with a great marketplace reputation, apply today.
*Xerox Business Services, LLC is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, creed, religion, ancestry, national origin, age, gender identity, sex, marital status, sexual orientation, physical or mental disability, use of a guide dog or service animal, military/veteran status, citizenship status, basis of genetic information, or any other group protected by Federal or State law or local ordinance. People with disabilities who need a reasonable accommodation to apply or compete for employment with Xerox Business Services, LLC may request such accommodation(s) by sending an e-mail to *email@example.com.
Virtual/work from home? No
Primary Location: Canada-British Columbia-Victoria
Virtual/work from home?: No
Req ID: 14022502