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Customer Technical Support Associate, On-site/Virtual

Xerox New York, New York
technical technical support virtual software xerox technical devices team hardware security configuration technical support written
January 14, 2023
New York, New York
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.

Description :

We are looking for an enthusiastic, well organized, and proactive individual, ready to take on a challenge within the Software Technical Support Team with Xerox. The job holder will be part of the Software & Professional Services Team supporting a variety of projects. We are looking for an IT professional with Customer facing skills and excellent written and verbal communications skills that are essential to efficiently perform this position.


As part of Software & Professional Services, this resource is aligned to either a single or multiple Client accounts. They provide a support function for the Client, ensuring timely and effective resolution of software/hardware issues with output devices, software solutions and assisting in identifying infrastructure/networking issues. On-going recommendations for improvement, which may include activities in support of same account revenue growth, throughout the life of the contract. The Technical Specialist is an enabler to achieving measurable service levels, as documented per individual account contract requirements.

The role:

  • Provide technical support and delivery of services for the life of the contract. Support deployments for software and/or hardware solution components
  • Act as a point of contact to the customer, partner(s), subcontractor(s), and other stakeholders in relation to technology-based components
  • This role may provide support activity across multiple accounts as required
  • Provide a support role during the testing and rollout of the technical solutions within the guidelines of the contracted service.


  • Support Technology within assigned account(s)
  • Ensure 100% compliance to Escalation policy and support Security and Risk compliance in line with contractual obligations
  • Ensure Escalations are managed in a timely manner
  • Ensure flexibility and availability for overtime, holidays, and schedule changes as per Account contract requirements
  • Accountable for effective communications with the Client concerning escalations and Technology developments that are appropriate to their current and future requirements
  • Support partner relationships activity related to the Service offerings including Customer IT Service Providers, 3rd parties and subcontractors
  • Support development of client related documentation and ensure Technology based procedures are adhered to and updated when appropriate
  • Ensure suitable accreditation levels are maintained in line with the contract and Xerox standards
  • Support appropriate ITIL disciplines.
  • Ensure Multi-Functional Printers are operational, Security certified and running correct firmware levels
  • Firmware upgrades (done via XDM where possible)
  • Password updates (as required)
  • Annual Security Certificates - 1,200+ Devices
  • Audit/Update device settings - 1,200+ devices
  • Running Config Policies for both auditing and updating device settings
  • Re-cloning devices
  • Manual configuration of settings not handled by the clone or config set
  • On-site & hybrid support role for configuration of installs/new adds

Candidate Qualifications & Experience:

  • Preferred Bachelor's Degree (Computer Science, MIS, Engineering or related)
  • Experienced support in a service driven industry
  • Preferred IT certifications (MS, Cisco, etc)
  • English Language Fluency a must (other languages are a plus)
  • Attention to detail with strong organizational skills
  • Excellent communication skills both written and verbal
  • Ability to manage / work in a cross-functional team / environment
  • Evidence of experience working within virtual teams
  • Ability to multitask and prioritize many initiatives simultaneously
  • Experienced at interfacing with customer across multiple levels
  • Must have intermediate skills with Microsoft office suite (Word, Excel, Outlook, PowerPoint, Visio & MS Project)
  • Ability to identify and articulate risk
  • Experience with troubleshooting application related issues in a complex network environment
  • Experience with working in a test bed environment reported problem replication, investigation of vulnerabilities, hardware and software maintenance
  • Experience of Installation and configuration of printer and server technologies.

Role will be supporting clients on-site in Manhattan, Brooklyn and Long Island, NY


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