1+ months

Technical Helpdesk & Digital Remote Support Professional II - 19004735

Affiliated Computer Services
St Louis, MO 63103

Xerox (NYSE: XRX) makes every day work better.  We are a workplace technology company, building and integrating software and hardware for enterprises large and small.  As customers seek to manage information across digital and physical platforms, Xerox delivers a seamless, secure and sustainable experience. Whether inventing the copier, the ethernet, the laser printer or more, Xerox has long defined the modern work experience. Learn how that innovation continues at xerox.com.



This is a highly technical global lead position that requires technical creativity, the aptitude to lead a team, and ensure global technical collaboration of our Xerox MPS solutions across the Americas, APAC and EMEA. In addition, the position will be responsible for day to day operations of a specialized Tier2/3 Regional Helpdesk at the clients location and be a collaborative member of a highly performing Global Operations and Sales account team.  


You need to be a technical professional who is comfortable and competent when interacting with high profile customers in a fast-paced culture. Your ability to effectively communicate (both verbally and in written form), ranging from CIOs to system programmers, will be instrumental. To demonstrate these skills, you must have experience making presentations to a live audience. This experience could be with sales presentations, technical presentations, or training. You must have experience explaining complex technical concepts using simple terminology.



  • Manages technical escalations between Citi IT and Xerox internal personnel, including: server issues, server updates, security protocols and performing advanced troubleshooting (issues that would result in work stoppage) of network related issues with 2nd level support (Xerox Developers, Professional Services) and client IT personnel.
  • Supports technical set up, installation and integration for new and changes to existing solutions.¬† Will engage Professional Services Systems Analysts as needed.
  • Test applications when new device or software are introduced; ensure applications are fully functional (run pilots and parallels to engage and disengage applications).
  • Manage the design and integration of¬†new and expanded solutions for same account revenue growth.
  • Handle day to day development, maintenance and management of the site technical workflows and processes.
  • Develop and provide technical documentation and supporting information to appropriate channels within Xerox to improve support around our solutions.
  • Create web-based presentations for training purposes.
  • Will establish strong working relationships with Xerox Account Team members, Xerox Value Chain partners, 3rd party providers and Citi IT contacts to maintain technology solution and functionality of contracted solutions.
  • Mentor on-site Client Associates to coach and transfer skills to perform standard, frequently occurring tasks related to device function, connectivity, and software.
  • Utilizes system analysis techniques to develop / resolve network communications, file submission, and application workflows.



  • Bachelors Degree in Information Technology or other technical field preferred.

  • Equivalent 3 years work experience in Technology (IT/Networking) or military also acceptable.¬†


  • Detailed understanding of workflow solutions; ability to create specific client/Citi workflows, integration of workflow engines with Xerox Corporation products/systems to provide automated services

  • Proficient in relevant IT (Xerox and Citi) including operating systems, networks, software applications, file types, and hardware connectivity

  • Ability to develop, present and illustrate network flows

  • Knowledge and support of implementation processes/Xerox processes

  • Ability to interface and communicate (verbal and written) effectively with internal and external contacts as well as within small and larger group work teams

  • Skills must include an ability to work with and influence people, systematic and logical technical analysis, creative problem solving, and the ability to synthesize and balance among conflicting interests and needs

  • Troubleshooting (Software/hardware) infrastructure (i.e. Servers, Networks, etc.)

  • Demonstrate technical leadership in complex projects and ability to interface at executive levels with minimal guidance

  • Knowledge of current office devices and awareness of color and mono production hardware.

  • Stay abreast of changing and new technologies (Continuous Learning) ie: Cloud Technology

  • Develop the skills required to support¬†any new Xerox and 3rd party solutions sold at the clients environment (contract expansion)

  • Proficient understand of Network and Data Security Solutions (encryption, firewall, etc)

  • Intermediate knowledge of database application support, transaction scripting and maintenance.

  • Knowledge of Application development lifecycles and software control

  • Ability to lead collaboration between third party partners, Xerox technology experts and Citi IT department to ensure a solution that meets the client requirements Knowledge of MPS capabilities (integration of solution with client environment/systems/architecture)

Professional/Technical Considerations:

  • One year of pre-sales technical experience and/or customer-facing experience, preferably in output management, document repository, archiving or related product areas.

  • Two years of experience in systems administration/technical support or related experience working with multiple distributed systems/Windows platforms for organizations of at least 1,000 employees or customers of similar size.

  • At least one year of experience working with at least 2 of the follow types of systems:

i. Windows Server 2003-20012
ii. Linux/UNIX systems
iii. Acive Directory Security and Group Policy Objects
iv. Support systems, including firewalls, load-balancers

  • Two years of experience writing and/or editing Perl and/or VB script programs.
  • At least one year of experience with virtualization e.g. VDI, VMware, Citrix, Active Directory
  • Experience writing and/or editing VBScript or Perl is preferred.
  • Itil Certification, Microsoft Cerfitied Professional, MCP Internet
  • Software Hardware and Network Certifications
  • Operating System Certifications

Job Regular
Primary Location United States-Missouri-ST. LOUIS
Unposting Date Jan 29, 2020, 12:27:13 PM
Virtual/work from home? false


Posted: 2020-01-01 Expires: 2020-03-11

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Technical Helpdesk & Digital Remote Support Professional II - 19004735

Affiliated Computer Services
St Louis, MO 63103

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