Technical Analyst

at  Xerox

SCOPE

• Responsible for achievement of SLAs with 100%Contributes for the achievement of solutions and services revenue plan and to further expand revenue with the customer

EXPERIENCE AND QUALIFICATIONS

• Experience in managing and troubleshooting solutions and components in complex network structures; as well as developing creative troubleshooting and suggestions for improvement
• Experience of working in a technical support and service role, consulting with customers to develop relationships and common objectives.
• Ability to initiate and drive tasks and projects and bring them to a successful closure
• IT / IT & Business Degree or equivalent
• Expert in at least one industry standard platform and a variety of applications/workflow technologies
• Technical experience of developing and implementing Xerox workflow solutions and shares that
• expertise with others in the team.
• Knowledge of, or specific experience in, relevant technologies
• Ability to articulate in an ‘easy to understand manner’, complex solutions and workflow
• technologies to audiences with a variety of different levels of understanding.
• Ability to translate customer requirements into working solutions

PURPOSE

• To support the delivered solutions and infrastructure, to implement and maintain devices, software, workflows and solutions and provide the contractual defined service for the customer.
• Guide and coach our customers to ensure they realize the full benefits of Xerox products and services.
• In the case of technical problems, provide L1 and L2 support; work independently to resolve the problem and fix the issue; open error reports and drive solutions with the L3/L4 support
• To provide comprehensive technical analysis, system integration, application support and technical advice to customers in ord.er to achieve Xerox revenue goals and the satisfaction of the customer and his business objectives.

MAJOR RESPONSIBILITIES

• Managing and troubleshooting Xerox solutions and components in customer network environment
• Work with the Xerox teams and the customer to realize and service full customer requirements and act as the key contributor of technical content complex customer Xerox solutions.
• Work with the Xerox teams and the customer develop troubleshooting and suggestions for improvement.
• Working with 3rd party solution providers as required to provide and maintain the integration and maintenance of components and software.
• Proactively support the contractually agreed service for the customer by continuously monitoring the infrastructure and thus ensuring full compliance with the SLAs.
• Change- and problem-management; define and manage the customer acceptance testing activity in case of changes in installed solutions.
• Ensure that the installed solutions and associated changes are documented on an ongoing basis. - Support the technical implementation team (Xerox, 3rd Party and customer resources) to provide the agreed services to ensure customer expectations are met.
• Maintain ongoing customer relations, identifying and promoting any additional opportunities for
• applications and page volume growth.Display a professional image in all interactions with customers to ensure that Xerox is perceived as the company of choice.