Remote Desktop Agent with French

Xerox Corporation is a $22 billion leading global enterprise for business process and document management. Through its broad portfolio of technology and services, Xerox provides the essential back-office support that clears the way for clients to focus on what they do best: their real business. Headquartered in Norwalk, Conn., Xerox provides leading-edge document technology, services, software and genuine Xerox supplies for graphic communication and office printing environments of any size.

Through ACS, A Xerox Company, which Xerox acquired in February 2010, Xerox also offers extensive business process outsourcing and IT outsourcing services, including data processing, HR benefits management, finance support, and customer relationship management services for commercial and government organizations worldwide. The 130,000 people of Xerox serve clients in more than 160 countries.

The Desktop Technician applies a broad and in-depth working knowledge of information technology products and services to more complex assignments and assists more experienced staff in the application of technical concepts, practices and procedures. The incumbent generally provides quick response to client incidents over the phone to troubleshoot, analyse, diagnose and engage appropriate technical resources to resolve client issues. The incumbent operates independently to provide prompt and professional desktop service through quick processing and prioritization of a variety of problems.

REPRESENTATIVE PRINCIPAL DUTIES AND RESPONSIBILITIES

1. Ensures the most complex customer issues are promptly addressed, documented and resolved in a timely and professional manner consistent with the highest customer service and professional / technical standards.

2. Briefs customers as well as management on the status of current resolution efforts and attends daily/weekly meetings.

3. Maintains the highest service levels withinSLA’s for incident and change management system

4. Serves as technical advisor, providing telephone and remote desktop support for system users with complex issues by resolving or conferring with the appropriate technical or systems personnel.

5. Initiates tracking and reporting of issues, as well as recommends means for system improvement including procedural steps, increased training, and enhanced documentation.

6. Has the capability of learning new skills as the IT environment changes and continues to progress in the development of their skills.

7. Understands the troubleshooting process and provides training on new products.

May perform one or more of the following:

• PC user support, new hire systems setups, and desktop/laptop software evaluations and upgrades
• Provides quick response and maximum uptime for all users and performs end user training when necessary
• Assists in determining suitable software to meet user requirements
• Troubleshoots software and hardware failures and identifies network problems when they relate to personal computers
• May require PC system experience in a LAN environment, strong understanding of Windows operating systems, experience with all Microsoft Office products as well as troubleshooting experience and understanding of e-mail
• Provides technical remote maintenance and support for new and existing systems
• All other duties as assigned

Education and Typical Years of Experience:   

• MCSE/ MCDST/ A+/ ITIL certification or equivalent experience in desktop support and customer service environments will be an advantage
• 2-4 years related desktop support experience, demonstrating in-depth working knowledge with a broad range of desktop support technology and best practices.
• Strong demonstrated analytical and creative problem solving skills.
• Computer literate with proficiency in information systems and software applications.
• Good customer service orientation and appreciation of role as ACS representative

Technical Expertise

• Windows XP andVistatroubleshooting
• Office 2003/ 2007 installation and support
• Enterpriselevel antivirus solutions
• Active Directory 2003 (knowledge of structure and security settings (GPO))
• SMS/Tivoli/ Dell Desktop Manager software distribution and remote control
• Cisco VPN support
• Office Communicator instant messaging support
• Remote Control Applications (LogMeIn Rescue, Dameware, etc…)
• Pocket PC and Blackberry configuration (knowledge of BES functionality)
• Wireless network functionality
• Cisco/ Avaya IP phone configuration
• Printer support
• Multiple vendor desktop and laptop support
• Remedy or equivalent ticket management system experience

Job Complexity

Works on problems of limited scope.  Follows standard practices and procedures in analyzing situations or data from which answers can be readily obtained.  Builds stable working relationships internally.

ACS is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, creed, religion, ancestry, national origin, age, gender/sex, marital status, sexual orientation, physical or mental disability, use of a guide dog or service animal, military/veteran status, citizenship status, the basis of genetic information or any other group protected by Federal or State law or local ordinance.  People with disabilities who need a reasonable accommodation to apply or compete for employment with ACS may request such accommodation(s) by calling 866-419-2226 or by sending an e-mail to accommodations@acs-inc.com.