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 the hybrid workplace of today and tomorrow. Today, Xerox is continuing its legacy of innovation to deliver client-centric and digitally-driven technology solutions and meet the needs of today’s global, distributed workforce. 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. At Xerox, we make work, work. Learn more about us at www.xerox.com.

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

Technical Analyst

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