Documents Technologies Associate - Mobile, AL

Xerox • Mobile, AL

2d • $34,740 - $69,480 • Onsite

About The Position

The Document Technologist Services shall assist the Customer print team in developing and documenting standards for network printers and multi-function printer configurations, network connectivity, and Equipment MFP services integration and implementation. This role involves reviewing and approving Equipment configurations, updating documentation for network Equipment printers and MFPs, and assisting Customer application owners with troubleshooting printing problems. The Technologist will install, test, and approve Equipment print drivers, test all Equipment models, print drivers, and firmware software in the Customer lab environment or designated Site. Tasks include performing duties as outlined in schedule B, XPSAS, and engaging 3rd level technical support for network-attached Equipment. The role requires Windows Print Administration knowledge, including setting up printers on Windows servers, troubleshooting basic print issues, and desktop troubleshooting for driver installation and updates. Responsibilities also include maintaining an inventory of Equipment, monitoring disengagement or end-of-life Equipment, and making recommendations on best practices for Equipment, settings, and print drivers. The Document Technologist will create Equipment configuration documentation based on Customer requirements and conduct Equipment testing at a Customer-designated site. They may also support On-Site Maintenance Services resources as time permits. The Customer will provide a laptop, network access, and remote access to the Output Environment. The role involves managing XWS for the network, responding to business-critical devices within 2 hours, supplying replacement devices, managing system updates for new devices within 5 business days, communicating with the Carrier, updating the client system in CMDB, and managing device changes in XSM/XDM and Xerox billing systems. End-user training will be provided for Xerox implemented services or equipment, including RFID and XWS use, new features, supply installation, and new user training if requested. Reporting during QBR presentations will include response times, fix rates, resolution times, downtime documentation, preventative calls, parts availability impact, service escalation rates, and repeat service rates. A contingency plan for PTO and emergency absence involves on-site resources backing each other up, and Xerox providing a backup resource for break/fix and supply responsibilities when an on-site resource is out.

Requirements

• Windows Print Administration knowledge
• How to set up printers on Windows servers
• How to troubleshoot basic print issues on the print server
• Desktop troubleshooting knowledge on how to install and update drivers on the client workstation and servers
• Maintain an inventory of Equipment within the Output Environment
• Maintain inventory list on customer portal to be updated within 5 business days of change
• List should include Equipment model, location, IP address, and print server where the Equipment is defined
• Monitor disengagement of Equipment or end of life for Equipment in the Output Environment and recommend alternatives
• Make recommendations on Equipment best practices, settings, print drivers, etc.
• Provide recommendations and input into best practices related to all aspects related to Equipment print drivers, Equipment settings, etc. as well as best practices related to print administration
• Create Equipment configuration documentation based on Customer provided requirements, as mutually agreed to by the Parties
• Document Technologist Services shall conduct Equipment testing in a Customer designated site.
• The Document Technologist may support On-Site Maintenance Services resources, as applicable and as time permits in the sites that they are physically responsible for
• Manage XWS for network
• Business Critical devices, (shop floor and warehouse) initial response within 2 hours in Mobile and Grand Prairie (Client must supply list of the serial numbers that are designated as critical devices).
• Supply replacement should be replacing one off the shelf, available for client employee replacement
• Managing New Devices- systems updates within 5 business days
• Communication with Carrier
• Update in client system in CMDB report
• Adding new device to XSM/XDM
• Removing traded device from inscope on XSM/XDM
• Removing and adding appropriate device in Xerox billing system
• Adding and removing appropriate device in XWS
• Provided to appropriate end users within 60 days of implementation of Xerox implemented services or equipment (non Xerox equipment or services acquired on contract will be provided training from an alternative source depending on the equipment or services being implemented)
• End user training on RFID and XWS use
• Any new features added to solution after initial implementation of device
• Provide training on installation of supplies
• Provide new user training if requested
• Client to provide communication and coordination of training campaign
• Reporting during QBR presentation the following to be included: Initial response time from request, Response time for critical devices, First time fix rate, Resolution time, Downtime documentation of technologist including trends quarter over quarter, Preventative calls derived from Predictive AI compared to total service calls showing trend quarter over quarter, Percentage of call delayed due to parts not being available, Service Escalation Rate based on service calls that needed to be escalated past the field technician, Repeat Service Rates- showing the percentage of devices requiring a repeat service call for the same issue with in the quarter including trends quarter over quarter.
• Contingency plan for PTO and Emergency absence
• Onsite Resources in Grand Prairie and Mobile will back each other up for remote services.
• When an onsite resource is out, Xerox will have a backup resource to manage the break/fix and supply responsibilities.

Responsibilities

• Assist Customer print team to develop and document standards for network printers and multi-function printer configurations, network connectivity, and Equipment MFP services integration and implementation
• Review and approve Equipment configurations and update any applicable documentation for network Equipment printers and MFPs considered for installation by Customer
• Assist Customer application owners to troubleshoot application or mainframe printing problems utilizing network printing Equipment (printers and MFPs)
• Install, test, troubleshoot and approve the Equipment print drivers for the related network printing Equipment) in the required printing environments per Customer request.
• Test all Equipment (Xerox printers and MFPs) models, print drivers, and firmware software in the Customer lab environment or designated Site
• Perform tasks as outlined in schedule B, XPSAS
• Engage 3rd level technical support for network-attached Equipment Xerox printers and MFPs) connected to the Customer network.
• Manage XWS for network
• Business Critical devices, (shop floor and warehouse) initial response within 2 hours in Mobile and Grand Prairie (Client must supply list of the serial numbers that are designated as critical devices).
• Supply replacement should be replacing one off the shelf, available for client employee replacement
• Managing New Devices- systems updates within 5 business days
• Communication with Carrier
• Update in client system in CMDB report
• Adding new device to XSM/XDM
• Removing traded device from inscope on XSM/XDM
• Removing and adding appropriate device in Xerox billing system
• Adding and removing appropriate device in XWS
• Provided to appropriate end users within 60 days of implementation of Xerox implemented services or equipment (non Xerox equipment or services acquired on contract will be provided training from an alternative source depending on the equipment or services being implemented)
• End user training on RFID and XWS use
• Any new features added to solution after initial implementation of device
• Provide training on installation of supplies
• Provide new user training if requested
• Reporting during QBR presentation the following to be included: Initial response time from request, Response time for critical devices, First time fix rate, Resolution time, Downtime documentation of technologist including trends quarter over quarter, Preventative calls derived from Predictive AI compared to total service calls showing trend quarter over quarter, Percentage of call delayed due to parts not being available, Service Escalation Rate based on service calls that needed to be escalated past the field technician, Repeat Service Rates- showing the percentage of devices requiring a repeat service call for the same issue with in the quarter including trends quarter over quarter.
• Onsite Resources in Grand Prairie and Mobile will back each other up for remote services.
• When an onsite resource is out, Xerox will have a backup resource to manage the break/fix and supply responsibilities.

Benefits

• comprehensive suite of benefits

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed