Software Technical Support Associate IV

Software Technical Support Associate IV

General Information

Press space or enter keys to toggle section visibility

Country

United States

Department

TECHNICAL CUSTOMER ESCALATION

Date

Friday, April 4, 2025

Working time

Full-time

Ref#

20035175

Job Level

Individual Contributor

Job Type

Experienced

Job Field


Seniority Level

Associate

Currency

USD - United States - US

Annual Base Salary Minimum

40,260

Annual Base Salary Maximum

80,520

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 (/xerox.avature.net/en_US/careers) , we cannot guarantee the validity of this posting. For a list of our current internal postings, please visit Xerox Careers (/xerox.avature.net/en_US/careers) .

Hourly: Hourly rates for this position can be shared with you per your location, this rate will fall within the posted range.

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 *** and explore our commitment to diversity and inclusion. (***/en-us/jobs/diversity)

Main Responsibilities:

Issue Management:

Lead and support assigned projects, supporting both hardware and software in client's environment.

Post install support of client facing technology (hardware, software, and customer escalations)

Connection of MFDs; software installs and patching, escalations

Configure device settings, apply customer security standards

Device testing in client office

Manage and maintain Xerox Device Manager servers

Serve as a technical advisor to users with complex systems issues by resolving or conferring with technical personnel

Service & Product ownership:

Coordinate with contract partner to ensure firmware updates are up to date; run annual security audits on firmware levels and device password management

Coordinates referrals to appropriate technical, professional, or service personnel

Provides functional task leadership and coordinates special projects and system upgrades

Support print management, cloud printing, and enterprise fleet management software.

Client management:

Briefs customers and/or management on the status of resolution efforts

Recommends system or process improvements, including procedures, training, and enhanced documentation

Service Management:

Progress reporting of development & test activities

Service reporting against KPIs

Change management

Qualifications:

Communication: Clear interaction with users

Helpdesk experience: 1ST line support, technical

Technical Knowledge: Basic IT systems, hardware, and software

Technical Knowledge: Microsoft Office Suite, Xerox Device Manager

Problem-Solving: Logical troubleshooting

Customer Service: Ensuring user satisfaction and maintaining strong customer relationships

Time Management: Handling multiple requests efficiently
• LI-RL1

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: ***/en-us/jobs/diversityPeople 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.