Xerox Systems Analyst-OH in Cincinnati, Ohio
Country: United States
Department: Technical Customer Services
Date: Tuesday, June 15, 2021
Working time: Full-time
Job Level: Individual Contributor
Job Type: Experienced
Job Field: Technical Customer Services
Seniority Level: Associate
Description & Requirements
Xerox (NYSE: XRX) makes every day work better. We are a workplace technology company, building and integrating software and hardware for enterprises large and small. As customers seek to manage information across digital and physical platforms, Xerox delivers a seamless, secure and sustainable experience. Whether inventing the copier, the ethernet, the laser printer or more, Xerox has long defined the modern work experience. Learn more at www.xerox.com and explore our commitment to diversity and inclusion. (https://www.xerox.com/en-us/jobs/diversity)
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.
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:
Provide subject matter expertise in usage, implementation and configuration of XPSAS technologies.
Consult with users, support resources, and management to assess and resolve support issues.
Provide support to the implementation/deployment teams during account implementations.
Provide support to the account teams/field resources in steady state operations.
Provide support to customer end users and customer support IT operations
Implement system configuration changes as requested in accordance with change control process.
Review log files and/or use monitoring tools to analyze system performance. Determine appropriate action in problem situations.
Troubleshoot basic, intermediate, and advanced problems and recommend appropriate actions to achieve resolution.
Use and document standard processes and procedures.
Escalate as needed to higher tiers to ensure performance needs are being met.
Work closely with the technology teams within the organization to help ensure implemented changes to the software suite meet business needs.
Participate in on-call support of applications, as required.
Participate in daily/weekly/monthly status calls and, as required, facilitate meetings.
KEY ACTIVITIES AND INITIATIVES OF POSITION:
Ensure contracted obligations are met for device firmware level and device security settings
Assist and lead resolution of escalated support issues
Resolve issues in a timely manner
Document repeatable solutions for re-use by other support team members
Contribute to the overall body of knowledge (content) related to the supported programs
RELEVANT SKILLS & KNOWLEDGE PERTAINING TO POSITION:
Mathematics – Knowledge of basic statistical analysis and algebra
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.
Strong skills with Microsoft Word, Microsoft Excel, Microsoft PowerPoint, and Microsoft Visio
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
Strong knowledge of Microsoft operating systems (10, Server)
Bachelor's Degree in Computer Science or related fields
YSoft SafeQ a plus
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! (https://www.xerox.com/en-us/jobs/diversity) 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 XeroxStaffingAdminCenter@xerox.com. Be sure to include your name, the job you are interested in, and the accommodation you are seeking.
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