Senior Technical Fleet Associate
Xerox
General Information City Antrim State/Province County Antrim Country United Kingdom Department TECHNICAL CUSTOMER ESCALATION Date Thursday, September 11, 2025 Working time Full-time Ref# 20036419 Job Level Individual Contributor Job Type Early Career Job Field TECHNICAL CUSTOMER ESCALATION 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 the hybrid workplace of today and tomorrow. Today, Xerox is continuing its legacy of innovation to deliver client-centric and digitally-driven technology solutions and meet the needs of today’s global, distributed workforce. From the office to industrial environments, our differentiated business and technology offerings and financial services are essential workplace technology solutions that drive success for our clients. At Xerox, we make work, work. Learn more about us at www.xerox.com.
Has developed specialized skills or is multi-skilled through job-related trainingMay solve problems of a recurring nature, but takes a broad perspective to problems and may identify new, less obvious solutionsCompletes work with a limited degree of supervisionActs as an informal resource for colleagues with less experienceMay lead a team in the performance of a variety of tasks that are generally routineMay have specialized external certification (technical roles)
Diagnose and resolve technical hardware and software issues using Xerox and partner systemsPerform full range of maintenance on assigned products; including first hardware or technical resolution, diagnostics, software loads, installation, removal, retrofit and customer call assistance.Provides remote resolution of the customers technical issue in the first instance, allocation of the cost effective & correct resource/part required to implement the fix utilizing the technical tool suite available in line with SLA/other targetsMonitoring of print and application servers related to the MPS, including print queue creation and maintenance.Provides timely & appropriate escalation of technical and software problems as specified in the “escalation-procedure” to minimize the down-time of machines.Manage call resolve issues in accordance with customers SLA agreement in order to manage customer relations and optimize customer satisfaction.Take responsibility for customer satisfaction through proper use of customer management skills and engage the support of other Xerox personnel as required.Adhere to proper escalation procedures to resolve customer issues.Provide customer training on assigned products in accordance with current field procedures.
Experience managing escalations and closed loop process within a business environmentExposure to industry standard network environmentsWorking knowledge of PC desktop and networking protocols (TCP/IP). Excellent communication skills, written, verbal, and listening Interpersonal skills Able to explain complicated technical concepts to other people with varying levels of technical knowledge/ understandingProblem solving / Process improvement skillsAbility to work on own initiative when required and as part of a remote teamFlexible and able to cope under pressure.Ability to work well as part of a team.Communication – able to effectively communicate using a range of verbal and written communication skills with end users and senior customer contacts including the use of Microsoft Excel/PowerPointCapable of working under pressure, multi-tasking and prioritizing proactively to deadlines.Capable of working under pressure and prioritizing tasksProjects – exposure on mid/large implementations/deployments.Capable of implementing new processes as part of wider project objectives.Especially important is the ability to communicate appropriately within a diverse multi-cultural environment and across the full range of business disciplines.Ability to report progress in an effective and timely mannerEffective at implementing new processes in an efficient way.
At least 3 years proven track record within a service led similar environment.Knowledge and experience of IT operations in medium/large enterpriseProject management/Presentation experience.Understanding of a networked environment, electronic printing processes and document management and production desirableProject management skills Good project/service improvement plan management skills.Effective at implementing new processes in an efficient way.Ability to report progress in an effective and timely manner to local management team.
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 the hybrid workplace of today and tomorrow. Today, Xerox is continuing its legacy of innovation to deliver client-centric and digitally-driven technology solutions and meet the needs of today’s global, distributed workforce. From the office to industrial environments, our differentiated business and technology offerings and financial services are essential workplace technology solutions that drive success for our clients. At Xerox, we make work, work. Learn more about us at www.xerox.com.
Purpose:
In this role you will be the key point of contact for the client in relation to the Managed Print Services across 2 main hospital area locations combined with some office locations across Co Antrim. You will provide a proactive onsite support service in respect to all printing and scanning issues across a fleet of Xerox Multifunctional Devices. You will be expected to draw on your knowledge of fault finding, repair capabilities and customer service skills. Key elements of the role will be management of client print related issues/escalations and support for all software packages supporting the solution such as XWS, and the wider Xerox tool-suite of software.
General:
Has developed specialized skills or is multi-skilled through job-related trainingMay solve problems of a recurring nature, but takes a broad perspective to problems and may identify new, less obvious solutionsCompletes work with a limited degree of supervisionActs as an informal resource for colleagues with less experienceMay lead a team in the performance of a variety of tasks that are generally routineMay have specialized external certification (technical roles)
Primary Responsibilities:
Diagnose and resolve technical hardware and software issues using Xerox and partner systemsPerform full range of maintenance on assigned products; including first hardware or technical resolution, diagnostics, software loads, installation, removal, retrofit and customer call assistance.Provides remote resolution of the customers technical issue in the first instance, allocation of the cost effective & correct resource/part required to implement the fix utilizing the technical tool suite available in line with SLA/other targetsMonitoring of print and application servers related to the MPS, including print queue creation and maintenance.Provides timely & appropriate escalation of technical and software problems as specified in the “escalation-procedure” to minimize the down-time of machines.Manage call resolve issues in accordance with customers SLA agreement in order to manage customer relations and optimize customer satisfaction.Take responsibility for customer satisfaction through proper use of customer management skills and engage the support of other Xerox personnel as required.Adhere to proper escalation procedures to resolve customer issues.Provide customer training on assigned products in accordance with current field procedures.
Skills and qualifications:
Essential skills:
Experience managing escalations and closed loop process within a business environmentExposure to industry standard network environmentsWorking knowledge of PC desktop and networking protocols (TCP/IP). Excellent communication skills, written, verbal, and listening Interpersonal skills Able to explain complicated technical concepts to other people with varying levels of technical knowledge/ understandingProblem solving / Process improvement skillsAbility to work on own initiative when required and as part of a remote teamFlexible and able to cope under pressure.Ability to work well as part of a team.Communication – able to effectively communicate using a range of verbal and written communication skills with end users and senior customer contacts including the use of Microsoft Excel/PowerPointCapable of working under pressure, multi-tasking and prioritizing proactively to deadlines.Capable of working under pressure and prioritizing tasksProjects – exposure on mid/large implementations/deployments.Capable of implementing new processes as part of wider project objectives.Especially important is the ability to communicate appropriately within a diverse multi-cultural environment and across the full range of business disciplines.Ability to report progress in an effective and timely mannerEffective at implementing new processes in an efficient way.
Desirable skills:
At least 3 years proven track record within a service led similar environment.Knowledge and experience of IT operations in medium/large enterpriseProject management/Presentation experience.Understanding of a networked environment, electronic printing processes and document management and production desirableProject management skills Good project/service improvement plan management skills.Effective at implementing new processes in an efficient way.Ability to report progress in an effective and timely manner to local management team.
#LI-AI1
#LI-ONSITE
Por favor confirme su dirección de correo electrónico: Send Email