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Xerox Software Technical Support Analyst II - - 23096 in Ref #20009801,

Software Technical Support Analyst II at created 26-Oct-2020"/>

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Software Technical Support Analyst II

General information

City: Rochester

State/Province: New York

Country: United States

Department: Technical Customer Escalation

Date: Monday, October 26, 2020

Working time: Full-time

Ref#: 20009801

Job Level: Individual Contributor

Job Type: Experienced

Job Field: Technical Customer Escalation

Description & Requirements

Primary Function:

The Tier 3 Support Analyst (XPSAS) role is a technical support position involving the support of Xerox Print Security Audit Services (XPSAS) and surrounding technologies. The XPSAS offering enables Xerox to meet customer requirements pertaining to firmware level and specific device settings as they relate to security. Firmware levels and security related device settings will need to be configured, audited, and remediated as required.

Additional Duties:

The incumbent will aid in the support of internal and external customers/end users of the tools, business processes, and procedures. In a Tier 3 support role, the incumbent will use expertise and IT knowledge to resolve complex and/or time-consuming issues, create new repeatable solutions, and disseminate those solutions to the other tiers within the support process. The incumbent will also assist in the creation, review, evaluation, and on-going maintenance of content associated with the program.


  1. Provide subject matter expertise in usage, implementation and configuration of XPSAS technologies.

  2. Consult with users, support resources, and management to assess and resolve support issues.

  3. Provide support to the implementation/deployment teams during account implementations.

  4. Provide support to the account teams/field resources in steady state operations.

  5. Provide support to customer end users and customer support IT operations

  6. Implement system configuration changes as requested in accordance with change control process.

  7. Review log files and/or use monitoring tools to analyze system performance. Determine appropriate action in problem situations.

  8. Troubleshoot basic, intermediate, and advanced problems and recommend appropriate actions to achieve resolution.

  9. Use and document standard processes and procedures.

  10. Escalate as needed to higher tiers to ensure performance needs are being met.

  11. Work closely with the technology teams within the organization to help ensure implemented changes to the software suite meet business needs.

  12. Participate in on-call support of applications, as required.

  13. Participate in daily/weekly/monthly status calls and, as required, facilitate meetings.


  1. Ensure contracted obligations are met for device firmware level and device security settings

  2. Assist and lead resolution of escalated support issues

  3. Resolve issues in a timely manner

  4. Document repeatable solutions for re-use by other support team members

  5. Contribute to the overall body of knowledge (content) related to the supported programs


§ Mathematics – Knowledge of basic statistical analysis and algebra

§ Active Learning — Understanding the implications of new information for both current and future problem-solving and decision-making.

§ Troubleshooting — Determining causes of operating errors and deciding what to do about it.

§ Critical Thinking — Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.

§ Complex Problem Solving – Identifying complex problems and reviewing related information to develop and evaluate options and implement solutions

§ Systems Evaluation — Identifying measures or indicators of system performance and the actions needed to improve or correct performance, relative to the goals of the system.

§ Operations Analysis — Analyzing needs and product requirements to create a design. Basic organizational and communication skills.

§ Virtual Support - This role is involved with members of teams outside of the home country.


§ Strong skills with Microsoft Word, Microsoft Excel, Microsoft PowerPoint, and Microsoft Visio

§ Strong time management skills

§ Strong communication skills - verbal and written

§ Ability to function well in a team environment.

§ Ability to function well on virtual teams

§ Experience in Print Output Management

§ Knowledge of Printer embedded web server configuration

§ Knowledge of Print technologies

o Printer MIB (management information base)

o SNMP protocol used

§ Firmware level management

§ Xerox Device Manager

o Configuration set functionality

o Firmware Upgrade Polices

§ General protocol and networking skills

§ Experience with relational database concepts


§ Strong knowledge of Microsoft operating systems (10, Server)

§ Bachelor's Degree in Computer Science or related fields

§ ITIL Fundamentals

§ Related discipline or equivalent technical work experience will be considered with a equivalent of (5) years minimum experience

§ Minimum (3) years of Information Technology experience

§ Minimum (1) year experience in Application Administration


§ Xerox Device Manager

§ Xerox Services Manager

§ Xerox Report Manager

§ Xerox Services Portal

§ Xerox Fleet Management Portal

§ Xerox Workplace Cloud

§ Xerox Workplace Suite

§ Third Party AAA solutions

o Equitrac

o ySoft

© 2020 Xerox Corporation. All rights reserved. Xerox® and Xerox and Design® are trademarks of Xerox Corporation in the United States and/or other countries.


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