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Xerox Centralized Services Engineer-Remote US role in Davenport, Iowa

Centralized Services Engineer-Remote US role

General information

City: Davenport

State/Province: Iowa

Country: United States

Department: Technical Customer Services

Date: Monday, July 26, 2021

Working time: Full-time

Ref#: 20012258

Job Level: Individual Contributor

Job Type: Experienced

Job Field: Technical Customer Services

Seniority Level: Associate

Description & Requirements

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 and explore our commitment to diversity, inclusion and belonging ( .


Position Summary:

This position will work as part of the Centralized Services team responsible for the critical back office operations of the Managed IT Services team as well as provide assistance to the other teams in the form of process automation. The primary goal of the Centralized Services team is to minimize the number of reactive tickets generated to the Support Desk. This goal is accomplished by ensuring all systems are operating properly, providing accurate alerts, developing automation scripts for chronic client issues, and providing reporting on key performance indicators.

Role and Responsibilities:

  • Critical Application Management for Service Delivery Tools

  • Proper maintenance and upgrades to all Managed IT Services applications:

  • ConnectWise

  • N-Able

  • Bomgar

  • and other applications as assigned

  • Stays abreast of the latest developments concerning service delivery applications and tools and keeps the management team updated

  • Monitors, documents and maintains SOC2 compliant user access to all applications and service delivery tools

  • Point of escalation and first line of defense for application and tool related incidents

  • Clearly communicates and articulates changes prior to the maintenance of service delivery applications and tools

  • Improve Other Delivery Areas

  • Evaluate and improve the departments efficiency with the aim of reducing complexity, clicks and time spent using these tools

  • Actively seek to relieve other service delivery areas of manual work through development of automation

  • Analyze reactive service and look for areas of improvement

  • Support Desk & Centralized Services

  • Seek ways of reducing and preventing service tickets

  • Seek ways of eliminating end user requests

  • Net Admin & Centralized Services

  • Checks for Standards and Best Practices

  • Help improve Net Admin efficiency through automation

  • Automation and Reporting

  • Develop & maintain Automation routines

  • Patch Management

  • Anti-Virus/Anti-Spam

  • Desktop cleanup

  • Backups and other areas as assigned

  • Provide automated reporting to other teams including but not limited to the Project Management Office and Project Implementation teams

  • Tools Deployment & Maintenance

  • Deploy tools to clients (RMM, Backup, AV, etc)

  • Configuration of probe and agent software

  • Application and tools training to other MITS team members

  • Ticket Escalation

  • Escalation point for incidents from the Support Desk, Network Admin, VCIO, and Project Teams

  • Perform root-cause analysis

  • Onboarding new clients - complete tasks as assigned to support the MITS Client Onboarding Process

  • Special projects and tasks as assigned.

Qualifications and Education Requirements:

  • Communication, Oral - Speaks clearly and persuasively; listens and gets clarification; responds well to questions; participates in meetings, keeps management in the know at all times

  • Communication, Written - Ability to communicate in writing clearly and concisely; edits work for spelling and grammar; varies style to meet customer or business needs

  • Problem Solving - Identifies problems in a timely manner; gathers and analyzes information skillfully; develops alternative solutions and workarounds; resolves problems in early stages; works well in group and individual situations

  • Business Ethics - Treats people with respect; keeps commitments; inspires the trust of others; works with integrity and ethically; upholds organizational values.

  • Team Builder - Balances team and individual responsibilities; is positive contributor to the team by being passionate, accountable, effective, efficient, exceptional, respectful, courteous and professional

  • Analytical Skills - Ability to use intellectual thinking and use logical reasoning to solve multiple complex technical challenges

Skills & Abilities:

Education : Bachelor's Degree Preferred, Field of Study: IT or related technical field

Experience : 5 plus years of experience in network / IT systems and troubleshooting

Computer Skills : Extensive proficiency with information technology regarding both hardware and software. In depth knowledge of Microsoft Server and Workstation operating systems, specifically Server 2008, 2012, and 2016 and Windows 7, 8, and 10. In depth knowledge of various network components such as firewalls, switches, WAPs and routers. In depth knowledge of server virtualization technologies, specifically VMware vSphere and Microsoft Hyper-V. Knowledge of SQL database routine maintenance tasks, PowerShell commands, scripting, and application development is a plus.

Certifications &

Licenses : IT industry certification are preferred, specifically Microsoft and Cisco.

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 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 Be sure to include your name, the job you are interested in, and the accommodation you are seeking.

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