Posted 3 weeks ago
Job Title: Xerox Network Analyst / Technician (combo role)
Company: Docugraphics LLC
Job Location: Charleston, SC
Can you fix and maintain copiers/printers and like to help people? Do you have a solid understanding of computer networking? Docugraphics is hiring an experienced network analyst/technician to install and maintain our growing fleet of Xerox smart printers and provide training to end users.
If the answer is yes, we’d like to speak with you.
Your daily tasks consist of installing, providing end user training, troubleshooting, diagnosing, repairing and maintaining digital copiers and printer. You would also work with our customers to show them the benefits of the equipment while on a service call. Continuous training on the equipment you service is provided as well as access to Xerox’ extensive electronic technical support platform.
You will provide pre-sale support, solution implementation and post-sale support of contracted and/or purchased services such as workflow optimization, document management, product applications, and network integration as it relates to Xerox products and solutions. You’ll be the on-site resource for implementation, as well as, resolution of all issues with services workflow or document production caused by network, hardware, and/or software (including 3rd party solutions, non-Xerox Operating Software, and application SW).
Skills/Essential Job Functions:
Able to identify and install Office Digital and/or Office Color solutions that have been purchased by the customer with consulting services.
Work with sales, as required, when customer requirements for implementation are unclear
Work effectively with the customers IT department toward the resolution of configuration issues.
Able to successfully manage single or multiple unit implementations.
Diagnose and resolve problems relating to document workflow and printing as related to software applications, hardware, and network connectivity or performance.
Accountable for successful resolution of customer software problems and isolation to the Xerox or customer’s system software/hardware.
Improve account efficiency through evaluation of processes and application of Xerox or 3rd party solutions.
Troubleshoot networks through routers and cabling throughout customer’s facilities.
Articulate and communicate at all levels of competency in the areas of network, production workflow, and software including SW applications unique to client.
Provide on-site technical diagnosis and consultation to resolve network and document workflow issues. Expertise demonstrated in document workflow processes, SW applications used in document production, and networks.
Possess broad technical knowledge to diagnose and converse in: production and office solutions, scanning, networking in both the centralized as well as distributed enterprise production environments, client applications, emerging technologies, etc.
Experience with industry standard software applications (e.g. MS Office Suite, MS Project, page layout/design, web browser and anti-virus software)
Train customers on technology and workflow requirements.
Work successfully with different organizations within Xerox and the various Third Party partners to deliver solutions to customer.
Perform site assessments to determine site readiness (hardware, connectivity, software)
Perform firmware updates to equipment in the field
Complete training certification on Xerox equipment and network printers
Follow required call handling procedures and update through our helpdesk information system.
Be our eyes in the field to identify leads and customer service opportunities
Complete all required administrative tasks timely and accurately.
Minimum 2 to 4 years in a technical support role or digital printing and associated industry experience with Printer Description Languages (e.g. PostScript and/or PDF).
Previous experience with digital copiers/printers preferred
Working knowledge of basic PC hardware, operating system software and popular PC application software plus working knowledge of Apple hardware, operating system software and applications.
Experience in managing/resolving complex problems involving networks and software applications.
Color vision required when supporting color applications
Industry experience/certification in networks required for access to client’s network.
Bachelor Computer Science or equivalent industry experience /certification preferred
A+ Certification (or higher). MCSE or CNE is desired.
Must be self-motivated and should have demonstrated initiative in the area of self-development.
Knowledge of Local Area Networks (LANs), network protocols, NOS (TCP/IP) and network devices (hubs, routers, switches) is required.
Knowledge of MAC environment
Other industry certifications and expertise and programming skills as applicable for service provided to include: Wireless, Web Services, Data Security and Data Base Administration
Complete all Xerox product and solution training within the defined time guidelines
Mobile Devices (iPhone, iPads, Android)
Prior service experience in copier industry preferred
Strong work ethics
Exceptional interactive skills required (listening, probing, clarifying, teaching and objection handling).
Strong verbal, presentation and written communication skills are required
Valid SC drivers license and clean driving record
Ability to lift 80 lbs.
Customer oriented and personable
Attentive to detail
Problem solving abilities
Salary & Benefits:
Company car, laptop and smart phone included
IRA plan available for eligible employees
Docugraphics is one of only a few Xerox accredited Managed Print Services Partners in the US. Headquartered in Charleston, SC, Docugraphics provides Xerox products and services to customers in business, government and education sectors. Please visit www.docu-graphics.com for additional information.
Resumes will not be accepted without salary requirements.