Managed IT Services Representative

General Information

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City

Chesapeake, Norfolk, Portsmouth, Suffolk, Virginia Beach

State/Province

Virginia

Country

United States

Department

Sales

Date

Monday, May 13, 2024

Working time

Full-time

Ref#

20032886

Job Level

Individual Contributor

Job Type

Experienced

Job Field

Sales

Seniority Level

Associate

Currency

USD - United States - US

Annual Base Salary Minimum

71,936

Annual Base Salary Maximum

143,873

The salary range above represents the low and high end in the local currency of Xerox’s salary range for this position and is reflected in an annualized amount. Actual salaries will vary based on factors including, but not limited to, geographic location, market competition, and/or the successful applicant’s education, experience, knowledge, skills, and abilities. The range listed is just one component of Xerox’s total compensation package for employees. Employees are also afforded a comprehensive suite of benefits, to view those details please visit Xerox Careers for your applicable country. If you are not reviewing this job posting on Xerox Careers (https://xerox.avature.net/en_US/careers) , we cannot guarantee the validity of this posting. For a list of our current internal postings, please visit Xerox Careers (https://xerox.avature.net/en_US/careers) .

Hourly: Hourly rates for this position can be shared with you per your location, this rate will fall within the posted range.

Sales: Your actual On Target Earnings (OTE), which is inclusive of base salary and incentive compensation, will depend on factors such as your skills, qualifications, experience, and work location.

Description & Requirements

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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 today’s workforce. From the office to industrial environments, our differentiated business solutions and financial services are designed to make every day work better for clients — no matter where that work is being done. Today, Xerox scientists and engineers are continuing our legacy of innovation with disruptive technologies in digital transformation, augmented reality, robotic process automation, additive manufacturing, Industrial Internet of Things and cleantech. Learn more at www.xerox.com and explore our commitment to diversity and inclusion. (https://www.xerox.com/en-us/jobs/diversity)

Overview:

Xerox Corporation is an information services technology company that has continually redefined the workplace experience for more than 100 years is currently seeking a Managed IT Services Representative who will be responsible for ensuring client satisfaction for Xerox’s Managed IT Services customers. The Managed IT Services Representative ensures that service delivery adheres to Xerox company standards. This individual will have an in-depth knowledge of the customer environment with a desired goal of effectively delivering exceptional support to our clients from a remote call center environment. Ensuring timely incident resolution and superior customer service is a primary objective for the Managed IT Services Representative role. The Managed IT Services Representative will report to the Support Desk Manager. To accomplish this job successfully, an individual must be able to perform each essential function satisfactorily.

Benefits We Offer:

• Competitive compensation (base salary and uncapped commissions)

• Significant financial rewards for overachievement

• Comprehensive benefits offerings (including medical, dental, vision, life insurance)

• Retirement Plan – 401k

• Paid holidays, personal choice days, and paid time off

• A culture that offers flexibility and a healthy work life balance

Roles and Responsibilities:

• Ensure professional, timely and polite support to all of our clients

• Have in depth knowledge of our tools and ticketing procedures

• Follow standard help desk protocols, procedures and guidelines as provided

• Identify, troubleshoot and resolve a wide range of computer, server & network related problems

• Basic understanding of Line of Business (LOB) applications and associated third party vendors

• Stay current with system information, changes and information technology updates

• Any other special projects or tasks assigned

• Ticket Management and Resolution

• Resolve on average 10-12 tickets per day

• Ensure ticket statuses are maintained correctly based on training provided

• Ensure accurate time worked is reported on each ticket

• Ensure all troubleshooting efforts, conversations with customers, vendors, and co-workers are properly recorded on the ticket

• Seek and collaborate with co-workers and team leads on tickets to ensure speedy resolution

Skills & Abilities:

• Communication, Oral - Speaks clearly and persuasively; listens and gets clarification; responds well to questions; demonstrates group presentation skills; participates in meetings.

• Communication, Written - Ability to communicate in writing clearly and concisely; edits work for spelling and grammar; varies style to meet needs; presents numerical data effectively.

• Problem Solving - Identifies problems in a timely manner; gathers and analyzes information skillfully; develops alternative solutions; resolves problems in early stages; works well in group solving situations.

• Business Ethics - Treats people with respect; keeps commitments; inspires the trust of others; works with integrity and ethically; upholds organizational values.

• Team Builder - Balances team and individual responsibilities; gathers and analyzes information skillfully; develops alternative solutions; resolves problems in early stages; works well in group problem solving situations.

• Analytical Skills - Ability to use thinking and reasoning to solve a problem.

Qualifications:

• High School Diploma or GED

• Experience:1-2 or more years of experience in server / network / IT systems and troubleshooting steps.

• Computer Skills: Proficiency with information technology regarding both hardware and software. Working knowledge of Microsoft server and desktop operating systems, specifically Server 2008, 2012, 2016, 2019 and Windows 7, 8, 10 and 11. Basic networking knowledge, switches, routers, firewalls, VLANs, wireless, Active Directory, Exchange, O365. In depth knowledge of server virtualization technologies, specifically VMware vSphere and Microsoft Hyper-V.

With Our Technology, Build Your Future at Xerox. Apply Now!

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Xerox is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, creed, religion, ancestry, national origin, age, gender identity, sex, marital status, sexual orientation, physical or mental disability, use of a guide dog or service animal, military/veteran status, citizenship status, basis of genetic information, or any other group protected by law. Learn more at www.xerox.com and explore our commitment to diversity and inclusion: https://www.xerox.com/en-us/jobs/diversity People with disabilities who need a reasonable accommodation to apply or compete for employment with Xerox may request such accommodation(s) by sending an e-mail to XeroxStaffingAdminCenter@xerox.com. Be sure to include your name, the job you are interested in, and the accommodation you are seeking.