Posted Date:16-Jul-2018 (PST)Closing Date:25-Jul-2018 (PST)
Location:Saint John, NB, CANEmployment Type:Contract


Priority
 is working with our client, Xerox Corporation, to recruit customer focused candidates for Xerox Corporation's Customer Care Centre in Saint John. We are working alongside other staffing agencies to provide this service. It is our goal to stand out amongst our peers and provide the best of the best candidates for Xerox Corporation's consideration and selection.

Do you have what it takes to shine and provide exceptional client service? If so we ask that you apply to Priority to join our team of contractors working at one of Canada's Top 100 Employers! Xerox Corporation is a $22 billion leading global enterprise for business process and document management. Through its broad portfolio of technology and services, Xerox Corporation provides the essential back-office support that clears the way for clients to focus on what they do best: their real business. Xerox Corporation provides leading-edge document technology, services, software and genuine Xerox Corporation supplies for graphic communication and office printing environments of any size. If you are interested in working on assignment with Xerox Corporation in their Saint John location, then review the following open position for your consideration. 

The Xerox Remote Solutions Analyst provides tier 2, escalated support to Xerox Customers, account teams, field service and authorized partners. The results oriented, time sensitive, customer focused professional we seek will resolve incidents through a combination of technical problem investigation and problem resolution within the specified Service Level or Operational Level Agreements. Additionally, this individual will provide expertise to internal and external customers via knowledge transfer and knowledge articles. 

Job Functions 

  • Provide prompt, courteous, and professional support to both internal and external customers. 
  • Investigate and resolve support incidents that are beyond the scope of the Xerox Global Contact Centre. 
  • Accurately document all service request details within Xerox Customer Resolution Management Systems and Engineering tracking systems. 
  • Track, manage, and resolve technical issues encountered with Xerox devices.
  • Troubleshoot issues in all software, solution & network environments to isolate problems, identify performance issues, etc. 
  • Document known problems & solutions within the Xerox Knowledgebase application.   
  • Aiding any part of the technical team in whatever capacity as appropriate for their skillset.   
  • Maintain knowledge of technology trends, standards, and methodologies. 

 Skills 

  • Excellent interpersonal skills, analytical, troubleshooting, and research skills with software, application & network issues in a variety of Customer environments.
  • Ability to rapidly diagnose and resolve issues 
  • Well organized; ability to prioritize work, with attention to detail 
  • Strong knowledge of network computing, information system security, DNS, IT best practices is a plus. 
  • Strong knowledge of Microsoft Office, Outlook, Windows desktop operating systems, Windows server platforms, network diagnostic tools, Microsoft Exchange, Active Directory, DHCP , VPN, Unix, MAC (OS & iOS) is desired 
  • A working knowledge of graphics based applications (Adobe suite, Digital Press, etc.) and a working knowledge of color theory is a plus.    

 Education 

  • High School Diploma Required 
  • Secondary education within an IT related field 
  • Previous work experience in a contact center or technical support center strongly desired
  • 2-3 years of experience working in an IT services environment strongly desired 
  • Industry certifications: CompTIA A+, Network+, Cisco CCT, Microsoft MOS, MTA or MCSA are an asset 
  • A Bachelor's degree or equivalent in Computer Science, Engineering, or a related technical field a plus. 

Organization: Xerox  Primary Location: 400 Place Saint John, NB 

Employee Status: Contract w/ potential for future conversion to Xerox employee 

Salary: Commensurate with skills, experience & education 

Priority
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