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Xerox Technical Analyst - Remote in Augusta, Maine

Technical Analyst - Remote

General Information

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United States


Technical Customer Services


Monday, November 13, 2023

Working time




Job Level

Individual Contributor

Job Type


Job Field

Technical Customer Services

Seniority Level



USD - United States - US

Annual Base Salary Minimum


Annual Base Salary Maximum


The salary range above represents the low and high end in the local currency of Xerox’s salary range for this position and is reflected in an annualized amount. Actual salaries will vary based on factors including, but not limited to, geographic location, market competition, and/or the successful applicant’s education, experience, knowledge, skills, and abilities. The range listed is just one component of Xerox’s total compensation package for employees. Employees are also afforded a comprehensive suite of benefits, to view those details please visit Xerox Careers for your applicable country. If you are not reviewing this job posting on Xerox Careers ( , we cannot guarantee the validity of this posting. For a list of our current internal postings, please visit Xerox Careers ( .

Description & Requirement

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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 and explore our commitment to diversity and inclusion. (

As part of Delivery Services, this resource is aligned to a single Client account. 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. They also offer on-going recommendations for improvement, which may include activities in support of same account revenue growth, throughout the life of the contract. The Technical Analyst is an enabler to achieving measurable service levels, as documented per individual account contract requirements. The position reports to a Service Delivery Manager. The Technical Analyst will be provided a customer laptop and will have full access behind the firewall to all applicable servers and software.

Duties and Responsibilities:

  • Provides senior level technical infrastructure support services for issues elevated from the Support Center and other Technical Services groups. Ensures reliable operation of production. Diagnoses and troubleshoots availability interruptions and other production issues with applications supplied by Xerox.

  • Participates in enterprise-wide infrastructure projects with other IT and client teams.Communicates with teams to keep them apprised of status and issues on assigned tasks.

  • Troubleshooting, tests, installs, and migrates software, patches, upgrades, applications, group policy authentication and/or software/hardware.

  • Tests and evaluates Xerox provided software products.

  • Writes documentation regarding installation procedures. To provide troubleshooting tips. Creates diagrams, including technical topology.

  • Maintains, monitors, and tunes Production system and application performance based upon customer standards.Identifies opportunities to improve system and application performance (e.g., automating manual system tasks).

  • Open, adds, updates, and closes customer IT SNOW tickets.

  • Learns and understands client area business functions and requirements included in the Xerox contract.

  • Thoroughly understands and complies with IT policies and procedures, especially those for quality and productivity standards that enable the team to meet established client service levels. Thoroughly understands and complies with Information Security policies and procedures, and verifies deliverables meet Information Security and VSA requirements.

  • Proficient understanding of network and Data security solutions (encryption, firewall, etc.)

  • Participates in special projects and performs other duties as assigned under the Xerox contract.

  • Liaison between customer and Xerox contracted vendors.

  • Assists with future potential cloud solutions in support of Xerox supplied applications.


  • Strong analytical and problem solving skills

  • Strong written and oral communication skills.

  • Advanced knowledge of the following: product support practices and concepts: full Xerox provided product delivery life cycle, IT service level agreements, performance monitoring, tuning, and debugging (e.g., GTF traces, and region and transaction dumps), software and peripheral installation, network protocols (e.g., TCP/IP and ACCP), process/product testing and verification, software and/or hardware setup and configuration , technical standards and deliverables, system log files, tasks, and commands.

  • Advanced knowledge of one or more IT platforms and products including Windows server, MAC, SQL db

  • This would include night and weekend coverage for scheduled product support, upgrades and Security fixes. On-call support of Xerox contracted apps.



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, 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.