Xerox

Job Summary

• Focal point for the support of all Xerox products and services across EMEA.

• Local (Watford HQ) and remote technical support for all TJX locations across EMEA.

• Ongoing accountability for ensuring customer care and ongoing expectation management of incidents and problems. This role is very much customer facing having regular contact with users at all levels so first impressions are key.

• Device Lifecycle Management. Proactive support for all Xerox and non-Xerox devices within the scope of the contract including monitoring device usage and working with Delivery to ensure device life is maximised.

• Ongoing Solution management and working with Technical Consultants to implement solution change.

• Working with US counterparts to provide Global ‘follow the sun’ support in the event of a major outage.

• Working with Delivery to identify new revenue generating opportunities.

Key Responsibilities

• Main contact point within Watford HQ for all Xerox services including the co-ordination of break/fix incidents, consumables management and general print related problem management.

• Maintenance of technical documentation including Equitrac/ControlSuite, Device configuration guides (new/existing), certification expiry/renewal dates.

• All aspects of data security and integrity especially in terms of customer data.  Adheering to organisation IT security policies and data privacy standards. Customer data should NEVER be externally exhibited under any circumstances especially in terms of device hard disk management and disposal.  

• User access and authentication.

• Remote monitoring and problem resolution for all devices across EMEA.

• Managing connectivity in relation to all devices in the scope of the contract.  This should include coordination of the following activities working with the customer IT department.

• Co-ordinating connectivity issues

• DHCP updates

• IP address management

• DNS registration

• SMTP  management

• Provision of basic support for applications such as Tungsten Control Suite and/or legacy Equitrac including:

• License management including expanding the application for more users

• Certificate management

• Installation of firmware updates and patches

• Adding clients and ensuring full functionality is enabled

• Adding nominated/delegated clients to user profiles on request

• Installation of new or replacement devices and ensure they are fully operational.  As a minimum, all devices should be connected to ControlSuite/Equitrac, Center ware, XDA & XSM.  Should also include the management of Image overwrites

• Troubleshooting devices before requesting/coordinating engineer callouts

• Have a working knowledge of PC and laptop support (Windows and MAC) to support and install print drivers and print queues

• General plotter support (HP, Canon etc) including connecting users to existing systems

• Toner monitoring and replenishment including educating key customer users to be more self sufficient

• Floor walking and device monitoring

• Device sustainability – management of Eco boxes

• Asset change management

• Decommissioning and disposal of devices to both customer and Xerox standards

Education Requirements

• Preferred: Bachelor’s degree or diploma in computer science, information systems, engineering, or related discipline 

Certifications (Desirable)

• ITIL Foundation or equivalent

• Relevant technical certifications (e.g. Microsoft, cloud, or platform-specific)

Skills, Knowledge & Abilities

Core Skills

• Strong analytical and problem-solving abilities

• Ability to interpret technical data and translate it into actionable insights

• Excellent written and verbal communication skills

• Strong stakeholder management and collaboration skills

Technical Capabilities

• Experience with systems analysis, troubleshooting, and reporting tools

• Proficiency in Microsoft Office (Excel, PowerPoint, Visio, etc.)

• Ability to produce technical documentation and diagrams

Professional Competencies

• Ability to work effectively within cross-functional and virtual teams

• Strong organisational and multitasking skills

• Results-oriented with a high level of attention to detail

• Ability to identify, assess, and communicate risks

Additional Requirements

• May require occasional travel to client sites

• Flexibility to support business needs, including working additional hours where required