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Xerox · 14 hours ago

Documents Technologies Associate - Mobile, AL

Mobile, AL

Full-time

Onsite

New Grad, Entry Level

Xerox Holdings Corporation has been redefining the workplace experience for over a century, focusing on client-centric technology solutions. The Document Technologies Associate will assist in developing standards for network printers, troubleshoot printing issues, and manage equipment configurations while providing training and support to end users.

Digital MediaHardwareInformation TechnologyPrintingSoftware

H1B Sponsor Likely

Responsibilities

Assist Customer print team to develop and document standards for network printers and multi-function printer configurations, network connectivity, and Equipment MFP services integration and implementation

Review and approve Equipment configurations and update any applicable documentation for network Equipment printers and MFPs considered for installation by Customer

Assist Customer application owners to troubleshoot application or mainframe printing problems utilizing network printing Equipment (printers and MFPs)

Install, test, troubleshoot and approve the Equipment print drivers for the related network printing Equipment) in the required printing environments per Customer request

Test all Equipment (Xerox printers and MFPs) models, print drivers, and firmware software in the Customer lab environment or designated Site (Note: Xerox Production Equipment is tested in the field)

Perform tasks as outlined in schedule B, XPSAS

Engage 3rd level technical support for network-attached Equipment Xerox printers and MFPs) connected to the Customer network

Technologist will have available, for approved client Personnel, a mutually agreed upon process to request after hour technical support for business continuity and client Major Incident Support Model, after business hours rate will be assessed and quoted as an additional cost

Xerox On-Site Document Technologist supporting the Customer’s Output Environment must have Windows Print Administration knowledge

Windows Print Administration knowledge includes:

How to set up printers on Windows servers

How to troubleshoot basic print issues on the print server

Desktop troubleshooting knowledge on how to install and update drivers on the client workstation and servers

Maintain an inventory of Equipment within the Output Environment

Maintain inventory list on customer portal to be updated within 5 business days of change

List should include Equipment model, location, IP address, and print server where the Equipment is defined

Monitor disengagement of Equipment or end of life for Equipment in the Output Environment and recommend alternatives

Make recommendations on Equipment best practices, settings, print drivers, etc

Provide recommendations and input into best practices related to all aspects related to Equipment print drivers, Equipment settings, etc. as well as best practices related to print administration

Create Equipment configuration documentation based on Customer provided requirements, as mutually agreed to by the Parties

Document Technologist Services shall conduct Equipment testing in a Customer designated site

The Document Technologist may support On-Site Maintenance Services resources, as applicable and as time permits in the sites that they are physically responsible for

Manage XWS for network

Business Critical devices, (shop floor and warehouse) initial response within 2 hours in Mobile and Grand Prairie (Client must supply list of the serial numbers that are designated as critical devices)

Supply replacement should be replacing one off the shelf, available for client employee replacement

Managing New Devices- systems updates within 5 business days

Communication with Carrier

Update in client system in CMDB report

Adding new device to XSM/XDM

Removing traded device from inscope on XSM/XDM

Removing and adding appropriate device in Xerox billing system

Adding and removing appropriate device in XWS

End User Training

Provided to appropriate end users within 60 days of implementation of Xerox implemented services or equipment (non Xerox equipment or services acquired on contract will be provided training from an alternative source depending on the equipment or services being implemented)

End user training on RFID and XWS use

Any new features added to solution after initial implementation of device

Provide training on installation of supplies

Provide new user training if requested

Client to provide communication and coordination of training campaign

Reporting during QBR presentation the following to be included:

Initial response time from request

Response time for critical devices

First time fix rate

Resolution time

Downtime documentation of technologist including trends quarter over quarter

Preventative calls derived from Predictive AI compared to total service calls showing trend quarter over quarter

Percentage of call delayed due to parts not being available

Service Escalation Rate based on service calls that needed to be escalated past the field technician

Repeat Service Rates- showing the percentage of devices requiring a repeat service call for the same issue with in the quarter including trends quarter over quarter

Contingency plan for PTO and Emergency absence

Onsite Resources in Grand Prairie and Mobile will back each other up for remote services

When an onsite resource is out, Xerox will have a backup resource to manage the break/fix and supply responsibilities

Qualification

Windows Print AdministrationNetwork Printer ConfigurationTroubleshooting Print IssuesEquipment TestingDocumentation SkillsEnd User TrainingCommunication Skills

Required

Review and approve Equipment configurations and update any applicable documentation for network Equipment printers and MFPs considered for installation by Customer

Assist Customer application owners to troubleshoot application or mainframe printing problems utilizing network printing Equipment (printers and MFPs)

Install, test, troubleshoot and approve the Equipment print drivers for the related network printing Equipment in the required printing environments per Customer request

Test all Equipment (Xerox printers and MFPs) models, print drivers, and firmware software in the Customer lab environment or designated Site

Perform tasks as outlined in schedule B, XPSAS

Engage 3rd level technical support for network-attached Equipment Xerox printers and MFPs connected to the Customer network

Technologist will have available, for approved client Personnel, a mutually agreed upon process to request after hour technical support for business continuity and client Major Incident Support Model

Xerox On-Site Document Technologist supporting the Customer's Output Environment must have Windows Print Administration knowledge