Job expirat
Achievement of high customer satisfaction
Provide an appropriate level of technical support for all Incidents
Keep up to date with all relevant processes. Understand the service being provided against the SLA, to ensure compliance. Escalate any degradation of service or areas of customer dissatisfaction to the Service Support Manager.
Demonstrate a good understanding and appreciation of the technical products and environments in use and maintain awareness of new developments.
PC user support, new hire systems setups, and desktop/laptop software evaluations and upgrades
Provide quick response and maximum uptime for all users and performs end user training when necessary
Install and repair microcomputer hardware and peripheral components such as monitors, keyboards, printers and disk drives
Assist in determining suitable software to meet user requirements
Troubleshoot software and hardware failures and identify network problems when they relate to personal computers
Provide technical on-site maintenance and support for new and existing systems
support for technical Incidents
Provide root cause analysis on any incidents
Ensure the Incident is kept up to date at all times with an appropriate level of detail
Provide desk-side support as necessary to resolve Incidents
Communicate with Internal and External resolver groups
Monitor and update internal incident queue for Incidents, Installations, New Starters
Contribute towards new image and Patch deployment
Test Front end applications towards compatibility with new OS, Browser and MSOffice version upgrades
Be an ambassador of Xerox at all times
All other duties as assigned
We are looking for an IT Support Specialist to join our team. The candidate will be a self-starter, driven, independent thinker with commitment to quality and continuous improvement and results oriented.
Experience of XP, Vista and Windows 7 (32 and 64 bit) OS.
Experience of Active directory domain concepts> OUs, User and
Computer objects, Login scripts and Group Policies
Experience of MS Office 2007 and Office 2010 core components
Experience of VPN connectivity concepts
Experience of networking concepts as used by the Wintel Environment
Experience of data recovery concepts
Software Deployment
Experience of Software and Patch Deployment process concepts. (WSUS, SMS,
SCCM, Windows Update).
Qualified to MCDST level or above
Experience of Citrix environments
Experience of data encryption platforms
At least 2 MCP’s is expected, but equivalent industry experience along with learning is acceptable.
Excellent customer skills
Excellent planning, organisation and control skills
Attention to detail
Flexible in their hours of work in order to provide the required high level of service
Good at multi-tasking, will be involved in multiple activities at any one time
Excellent Interpersonal skills
Desirable:
Windows Server 2000/2003/2008
Active Directory 2003/2008
Exchange Server 2003/2007/2010
VMware
Citrix XenApp
Linux: RedHat /SUSE
Backup Solutions: IBM TSM, Symantec NetBackup
DNS/WINS/DHCP
Anti-virus
Sharepoint
IIS
Knowledge of ITIL
With sales approaching $23 billion, Xerox (NYSE: XRX) is the world’s leading enterprise for business process and document management. Its technology, expertise and services enable workplaces – from small businesses to large global enterprises – to simplify the way work gets done so they operate more effectively and focus more on what matters most: their real business. Headquartered in Norwalk, Conn., Xerox offers business process outsourcing and IT outsourcing services, including data processing, healthcare solutions, HR benefits management, finance support, transportation solutions, and customer relationship management services for commercial and government organizations worldwide. The company also provides extensive leading-edge document technology, services, software and genuine Xerox supplies for graphic communication and office printing environments of any size. The 140,000 people of Xerox serve clients in more than 160 countries.
