Xerox Technical Helpdesk & Network Remote Support Agent in Coppell, Texas
Technical Helpdesk & Network Remote Support Agent
Country: United States
Department: Technical Customer Services
Date: Friday, July 30, 2021
Working time: Full-time
Job Level: Individual Contributor
Job Type: Experienced
Job Field: Technical Customer Services
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 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.
Xerox Business Solutions Southwest (XBS-SW) is in search of a IT Analyst. In this role, you will be the first line of support for all IT related issues reported by our clients as they call into our IT services center.
In order to be considered for this role, you must have the ability to triage client issues and accurately route each client to the appropriate IT professional. To do this, you'll need to have a baseline understanding of IT-related issues and very strong communication skills.
You will also work with our clients to schedule meetings and follow up on outstanding IT tasks in progress.
•Create and accurately route helpdesk tickets using our ticketing system
•Recognize urgent calls and escalate to the proper technician or manager
•Provide phone support to customers experiencing software and hardware related issues on both networked and local devices
•Provide remote technical support for both inbound and outbound Install software and printer drivers
•Configure networked devices for scanning, printing, and other IT services as needed
•Document procedures and solutions as needed
•Display discretion, good judgment, organizational or management ability, initiative, and the ability to work independently.
•2 years in a call center environment a plus
•Strong phone etiquette
•Basic IT skills
•Basic Networking knowledge
•Superior customer service skills
•Excellent written, interpersonal and communication skills
•Ability to work in a fast paced environment
•Ability to manage and prioritize tasks
•Able to multi-task
•High School Diploma or GED
•A+ Cert 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 ourcommitment 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. #LI-JA1
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