Support Specialist in Belfast

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 the hybrid workplace of today and tomorrow. Today, Xerox is continuing its legacy of innovation to deliver client‑centric and digitally‑driven technology solutions and meet the needs of today’s global, distributed workforce.

Location: NI – primarily Belfast area

Job Type: Xerox Global Services / Service Delivery

Job Purpose: Assist in the smooth operation of Xerox onsite client sites – primarily in the Belfast area – supporting the provision of a suite of on‑site services to the customer base as required, including centralized print & finishing, printer management and helpdesk to meet individual customer specifications as part of the contingency support team within the Xerox Service Delivery Organisation.

Accountabilities:

• Demonstrate a full knowledge & understanding of the range of services provided by Xerox to our customers.
• Support Xerox sites in the provision of on‑site services throughout the year, providing support cover for holiday, sickness and peaks in workload.
• Provide customers with the range of contracted services, including fleet management, centralized document production, scanning services and additional services in line with account base growth and wider digital opportunities.
• Ensure full support and management of office and production devices, including break‑fix, consumables management and escalation as per defined processes.
• Undertake support tasks and projects as defined by the manager, for example holiday management, stock takes and other initiatives.
• Liaise with third‑party solution providers to ensure call log, close and management by the on‑site team in line with defined service level agreement.
• Liaise with third‑party solution providers to ensure that any additional customer requirements that cannot be met by Xerox product portfolio, yet are critical to successful service provision, are met.
• Engage Xerox analysts, engineers, third‑party network support and site staff as necessary (problem escalation).
• Liaise with customers and provide support in relation to the utilization of Xerox equipment and services; act as a centre of competence in relation to equipment, providing ad‑hoc training to the customer as required.
• Support the growth of the Xerox operation on‑site to identify opportunities and highlight to the relevant account or service delivery manager and participate in revenue‑generating/marketing initiatives.
• Support sites through involvement in account reviews, compiling data on performance against key performance levels.
• Occasional travel to other locations in NI on an as‑required basis to support the wider operation.
• Participate in team meetings and work as a member of a team.
• Maintain and develop onsite service delivery manuals.

Essential Candidate Requirements:

• Minimum of two years successful track record in a customer‑facing role.
• Highly flexible and able to cope under pressure in a highly dynamic environment.
• Basic knowledge and experience of IT.
• Strong interpersonal skills.
• Problem‑solving and process improvement skills.
• Able to translate customer requirements into working solutions.
• Ability to work on own initiative, work well as part of a team, communicate effectively with end users and senior customer contacts.
• Capable of working under pressure, multi‑tasking and correctly prioritising working proactively to deadlines.
• Appropriate communication within a diverse multicultural environment and across the full range of business disciplines.
• Ability to report progress effectively and timely.

Desirable:

• Understanding of a networked environment, electronic printing processes and document management and production.
• Knowledge of Xerox office services and print production environments.
• Full clean drivers licence.