Software Technical Support Analyst I

General information

City: Los Angeles

State/Province: California

Country: United States

Department: Technical Customer Services

Date: Tuesday, August 10, 2021

Working time: Full-time

Ref#: 20012765

Job Level: Individual Contributor

Job Type: Experienced

Job Field: Technical Customer Services

Seniority Level: Associate

Description & Requirements

About Xerox Holdings Corporation For more than 100 years, Xerox has continually redefined the workplace experience. Harnessing our leadership position in office and production print technology, we've expanded into software and services to sustainably power today's workforce. From the office to industrial environments, our differentiated business solutions and financial services are designed to make every day work better for clients - no matter where that work is being done. Today, Xerox scientists and engineers are continuing our legacy of innovation with disruptive technologies in digital transformation, augmented reality, robotic process automation, additive manufacturing, Industrial Internet of Things and cleantech. Learn more at  www.xerox.com  and explore our  commitment to diversity and inclusion.

Primary Function:

Primary responsibilities: Fleet Management, Deployment and Application Management including but not limited to Security compliance, auditing & remediation per customer requirements; maintaining and updating Deployable Technology Lists; creating, uploading and assigning driver configuration files to config sets; upgrading firmware per contractual requirements; administration of Windows Server environment; change management for all Xerox applications and reporting by extracting raw data from various systems & creating custom reporting for agreed upon metrics or services.

Additional Duties:

The incumbent will aid in the support of internal and external customers/end users of the tools, business processes, and procedures. In this support role, the incumbent 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 tiers within the support process. The incumbent will also assist in the creation, review, evaluation, and on-going maintenance of content associated with the program.

Primary Function:

Primary responsibilities: Fleet Management, Deployment and Application Management including but not limited to Security compliance, auditing & remediation per customer requirements; maintaining and updating Deployable Technology Lists; creating, uploading and assigning driver configuration files to config sets; upgrading firmware per contractual requirements; administration of Windows Server environment; change management for all Xerox applications and reporting by extracting raw data from various systems & creating custom reporting for agreed upon metrics or services.

Additional Duties:

The incumbent will aid in the support of internal and external customers/end users of the tools, business processes, and procedures. In this support role, the incumbent 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 tiers within the support process. The incumbent will also assist in the creation, review, evaluation, and on-going maintenance of content associated with the program.

RESPONSIBILITIES (DUTIES) OF POSITION:

1. Provide subject matter expertise in usage, implementation and configuration of XPSAS technologies.

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

3. Provide support to the implementation/deployment teams during account implementations.

4. Provide support to the account teams/field resources in steady state operations.

5. Provide support to customer end users and customer support IT operations

6. Implement system configuration changes as requested in accordance with change control process.

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

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

9. Use and document standard processes and procedures.

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

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

12. Participate in on-call support of applications, as required.

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

KEY ACTIVITIES AND INITIATIVES OF POSITION:

1. Ensure contracted obligations are met for device firmware level and device security settings

2. Assist and lead resolution of escalated support issues

3. Resolve issues in a timely manner

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

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

RELEVANT SKILLS & KNOWLEDGE PERTAINING TO POSITION:

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.

Virtual Support  - This role is involved with members of teams outside of the home country. 

REQUIRED:

Strong skills with Microsoft Word, Microsoft Excel, Microsoft PowerPoint, and Microsoft Vision

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

Experience in Print Output Management

Knowledge of Printer embedded web server configuration

Knowledge of Print technologies

o Printer MIB (management information base)

o SNMP protocol used

Firmware level management

Xerox Device Manager

o Configuration set functionality

o Firmware Upgrade Polices

General protocol and networking skills

Experience with relational database concepts

Minimum (3) years of Information Technology experience

PREFERRED:

Strong knowledge of Microsoft operating systems (10, Server)

Bachelor's Degree in Computer Science or related fields

ITIL Fundamentals

YSoft SafeQ a plus

IWS TECHNOLOGY:

Xerox Device Manager

Xerox Services Manager

Xerox Report Manager

Xerox Services Portal

Xerox Fleet Management Portal

Xerox Workplace Cloud

Xerox Workplace Suite

Third Party AAA solutions

o Equitrac

o ySoft

Xerox is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, creed, religion, ancestry, national origin, age, gender identity or expression, 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 law. Learn more at  www.xerox.com  and explore our  commitment to diversity and inclusion!  People with disabilities who need a reasonable accommodation to apply or compete for employment with Xerox may request such accommodation(s) by sending an e-mail to  (see application details) . Be sure to include your name, the job you are interested in, and the accommodation you are seeking.

(TM) 2020 Xerox Corporation. All rights reserved. Xerox(R) and Xerox and Design(R) are trademarks of Xerox Corporation in the United States and/or other countries.

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Company
Xerox
Posted
09/16/2021
Salary Range
$85,000.00 - 126,000.00
per Year
Salary range estimated by
Location
Los Angeles, CA 90001, US
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