Xerox Tier 2 Application Support Specialist in Lisbon, Portugal

Xerox Corporation is an $11 billion technology leader that innovates the way the world communicates, connects and works. Our expertise is more important than ever as customers of all sizes look to improve productivity, maximise profitability and increase satisfaction. We do this for small and mid-size businesses, large enterprises, governments, graphic communications providers, and for our partners who serve them.

We understand what’s at the heart of work – and all of the forms it can take. We embrace the increasingly complex world of paper and digital. Office and mobile. Personal and social. Every day across the globe – in more than 160 countries – our technology, software and people successfully navigate those intersections. We automate, personalise, package, analyse and secure information to keep our customers moving at an accelerated pace.

Why work for Xerox?

As we evolve our business, we want you to evolve with us. We will not only provide you with the development and support you need to succeed, but a suite of learning platforms and opportunities to help you get to where you want to go. We will encourage you to develop your skills and aspirations whatever they may be.

Overview

We have an exciting opportunity for a highly motivated, proactive and customer focused Tier 2 Application Support Specialist to support the Global Remote Support Operations (GRSO) technologies. The job holder will aid in the support of internal and external customers/end users of the tools, business processes and procedures Xerox employs.

In a Tier 2 support role, the job holder 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 team members within the support structure. He/She will be involved in the launch of new offerings and solutions and ensuring support readiness for launch as well as assisting in the creation, review, evaluation, and on-going maintenance of support content.

The selected candidate will complete service requests associated with the GRSO technologies, in support of Xerox customer contracts.

Main responsibilities:

  • Provide incident support for in-scope applications during account implementations and in steady-state operations.

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

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

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

  • Use remote access technologies in support of on-premises installations of applications.

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

  • Perform, document, and present root cause analysis (RCA) for critical issues, as required.

  • Serve as the lead support resource/subject matter expert for one or more solutions/applications.

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

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

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

Education & Background:

  • Bachelor's Degree in Computer Science, MIS or Engineering (preferred).

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

  • Good understanding of Microsoft Windows and Internet Explorer

  • Mathematics – knowledge of basic statistical analysis and algebra.

  • 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.

  • Good organizational and communication skills.

  • Good understanding of TCP/IP networks and network-related configuration and solutions.

  • Understand Microsoft OS security components such as Local and Group Policies, ACLs, and Active Directory, and how they affect GRSO technologies.

  • Excellent English communication skills both written and verbal

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

  • Strong time management skills

  • Ability to function well in a team environment.

  • Ability to function well on virtual teams.

  • Minimum (3) years of Information Technology experience

  • Minimum (1) year experience in Application Administration

Preferred:

  • Experience with Nuance Equitrac, YSoft SafeQ, or Cirrato One solutions

  • Other key multi-lingual competency (Italian, French, German, Spanish, Polish)

  • Experience with Media Wiki contribution and editing

  • ITIL ® Foundation certification

  • Lean Six Sigma Green Belt or higher

  • Knowledge of relational databases and basic transact SQL skills.

Title: Tier 2 Application Support Specialist

Location: Portugal-Lisbon-Lisbon

Requisition ID: 18005219

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.

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