Install & Support Engineer

United Kingdom

11/19/2024

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.

Business Overview:

Specialise in electronic document management, providing the hardware, software, service and expertise that enables organisations to cut costs, improve efficiencies and become greener.

Purpose:

Supporting, delivering and providing training on EDM & related software solutions.

Key Responsibilities:

• All aspects of delivering EDM & related software solutions to time, budget and quality. Including;
• Carrying out installs - ensuring software installs are carried out to time, budget and quality. While maintaining integrity of host environment
• Project management and customer communication
• Documentation
• Ensuring an effective transition to post-project system maintenance
• Documentation and demonstrations
• Training end users on EDM & related software solutions
• Providing support for EDM and related software products including database maintenance
• Ensure software and database support incidents are responded to within SLAs (time, budget and quality)
• In-depth analysis and troubleshooting as well as root-cause analysis
• Supporting pre-sales/professional services during
• Quoting and designing core EDM product solutions
• Ensure proposed deliverables match customer expectations
• Technical problem solving, including working with customer IT providers to ensure appropriate platform provision
• Developing add-on additional business from customer engagements
• Identification and delivery of improvements to the software delivery and support processes
  
  

Essential Key Characteristics and Experience:

• 2 years’ experience delivering/installing software solutions
• 1 years+ experience working with database systems (MS SQL Server)
• 2 years+ experience working on a Software Support desk
• Passion for dealing with customers and resolving their issues
• Able to describe technical detail in simple terms
• Excellent communication skills, both written and verbal across a variety of stakeholders
• Friendly, positive attitude
• Proven logical and analytical skills
• Good team player, able to work effectively as part of the team and individually
• Good organisational and planning skills
  
  

Desirable Key Characteristics and Experience:

• Microsoft Qualifications (AZ-204), ideally with exposure to Microsoft server products and/or related IT / Computing qualifications
• Exposure to Electronic Document Management
• Project Management Certification such as PRINCE2
• Experience managing software or IT delivery projects
• Commercial awareness