Xerox Centralized Services Engineer-Remote US role in Davenport, Iowa
Centralized Services Engineer-Remote US role
Country: United States
Department: Technical Customer Services
Date: Monday, July 26, 2021
Working time: Full-time
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 xerox.com and explore our commitment to diversity, inclusion and belonging (https://www.xerox.com/en-us/jobs/diversity) .
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:
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
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
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.
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 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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