Xerox

OVERVIEW:

The IT Administrator provides on-site, customer-facing support as the first point of contact, ensuring the effective day-to-day delivery of managed print services in line with contractual agreements while building strong client relationships.

RESPONSIBILITIES:

• Deliver 1st and 2nd line technical support at the customer’s headquarters, with a strong focus on achieving a high rate of remote issue resolution
• Troubleshoot Lexmark printer-related technical issues and implement effective solutions in line with product and customer requirements
• Monitor and manage Service Level Agreements (SLAs) to ensure consistent, high-quality service delivery
• Collaborate closely with customer warehouses and regional hubs to track printer inventory and movements
• Partner with installation teams to ensure accurate hardware setup and proper device registration in the Lexmark database, in line with customer protocols
• Support day-to-day fleet management activities, including administrative and data management tasks to maintain high data accuracy
• Build and maintain strong end-user relationships, ensuring a high level of customer satisfaction
• Act as the on-site representative, serving as a key point of contact for the customer

EDUCATION & EXPERIENCE:

• 2+ years of experience in a similar role (technical support, customer support, or operations)
• Relevant higher education (preferably in IT or a related field)
• Solid understanding of IT technologies and troubleshooting
• Experience in data handling and inventory management is an advantage

SKILLS:

• Proficiency in Microsoft Office, with confidence in handling data
• Strong English communication skills (written and spoken)
• Customer-focused mindset with the ability to communicate clearly and professionally
• Ability to interact with and present to clients in a confident and structured manner
• Familiarity with ITIL, ServiceNow, or SAP is a plus

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