General Information

City
Chandigarh
State/Province
Chandigarh
Country
India
Department
Design & Development Engineering
Date
Friday, April 26, 2024
Working time
Full-time
Ref#
20032093
Job Level
Individual Contributor
Job Type
Experienced
Job Field
Design & Development Engineering
Seniority Level
Associate

Description & Requirements

About Xerox Holdings Corporation
At Xerox, we make work, work! For more than 100 years, Xerox has continually redefined the workplace experience. From the office to industrial environments, our differentiated business and technology offerings and financial services are essential workplace technology solutions that drive success for our clients. 


Designation:  Associate Engineer, Software Engineering 

Experience: 3-7 Years experience in technical support 

Working time: 24*5 rotational shift and (saturday & sunday as per business requirement)

Working mode: Work from Office 

Education: Bachelor's degree in IT 


Specific Job Duties:

  • Answering email and/or phone calls from Service Delivery Operations personnel related to requests for action, or issues with the managed service technical solution that require resolution.
  • Obtaining pertinent information from the User to enable complete and accurate recording of the request or issue for eventual resolution.
  • Provide timely and proactive communication to customers on open cases, not letting cases remain in progress without an update depending upon Service Level Agreement (SLA)
  • Triage tickets and resolve rudimentary issues.  Escalate to the next appropriate Resolver Group for more complex technical issues.
  • Take lead on dispositioning of all tickets entered by self and doing a proper follow-up with appropriate escalation teams until resolution.
  • Become adept in the use of the ticketing system, and routing to corresponding resolver groups without reliance on a call script to guide her/him.
  • Take feedback from the Manager for corrections and/or improvements after reviewing Production, Feedback, and Implementation for updates, questions, correct type assignment, Quality Accuracy, SLA delivery, etc.
  • Designing database tables, creating stores procedures and functions, and Creating database triggers for automation.
  • Maintaining data and Security Quality

Skills and Preferred Traits: 

  • Exceptional verbal and written communication skills are required.
  • Able to handle stress with ease and not get flustered or easily frustrated.
  • Able to provide a sense of control and calmness to the caller or originator of email.
  • Must be open to working in different shifts and in a 24x7 environment.
  • Results and goal-oriented, with a strong work ethic
  • Energetic, assertive, customer-centric personality
  • Team player with the ability to form strong working relationships with clients and team members.
  • Puzzle solver; likes to tinker and troubleshoot issues. Analytical and consultative focus.
  • Ability to handle multiple issues at once and prioritize that work.
  • Has a strong desire to learn new technology (must have a technical background – such as Azure/AWS, SQL, web servers, and enterprise application support).
Technical Skills:

  • Mandatory – SQL, Azure/AWS, Linux/Unix
  • Important –DevOps (Basic) Azure/AWS, Basic Networking, Windows OS/Windows Server

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