IT Technician

18 Jan 2022
15 Feb 2022
Kate O'Hara
Job Type

Key Role Tasks and Activities:

  • IT Technicians will assist in remote advanced service and repair activities by serving as an interface with off-Site technicians and remote diagnostic systems
  • The IT Technician is available on call to provide Services to client during Normal Working Hours, for one shift.
  • IT Technicians will perform the following Services, including, but not limited to:
  • Preventive Maintenance and Device Service
  • Understand common Device fault codes and how to correct them.
  • Diagnose and correct copy and print quality problems.
  • Provide all levels of administrative support to client as it relates to the management of its Devices.
  • Place service calls on Devices, when required. Track progress of service response and communicate resolution status to the End-User.
  • Clean Devices.
  • Distribute client inventoried supply items to Device locations supported under this SOW.
  • Serve as the interface to off-Site technicians and remote diagnostics.
  • Minimize Service calls by using web-based tools, Xerox Tools, troubleshooting guidelines and other resources available to resolve problems locally.
  • Maintain contracted Uptime.
  • Provide updates to Xerox Help Desk for all applicable Devices covered by this SOW when possible.
  • Initiate any appropriate calls to the client Help Desk.
  • The IT Technician wilt coordinate Device relocations at the Site. The client will be responsible for any applicable moving costs incurred by the Device moves.

Specific areas of responsibility:

  • Act as points-of-contact for the local client relationship
  • Provide End User training and instructions when necessary, or upon client request.
  • Collect used toner cartridges from Sites.
  • Act as a resource for analyst support issues identified and will escalate to second level support via Xerox Help Desk process.
  • Managing the service now calls in regard to reimaging for leavers and replacement laptops
  • Ownership of calls assigned in ServiceNow to completion, closing tasks on a daily basis to coincide with the numbers completed each day

Education and Experience:

  • Knowledge of printing technology and supporting printer and multifunction device setup/installation/troubleshooting
  • A successful proven track record gained within a reprographics / service environment
  • Experience of Xerox and other compatible reprographic equipment with basic technical or electrical knowledge.
  • Recent Customer Relationship development experience
  • PC skills including the ability to use Microsoft Office Applications (Excel/Word/PowerPoint)
  • Strong Customer Centric focus with proven experience in dealing with customers at all levels within different sectors
  • A basic understanding of digital technology and an ability to differentiate between software and hardware problems.
  • Problem solving / Process improvement skills
  • Capable of working under pressure, multi-tasking and correct prioritisation working proactively to customer deadlines.
  • Ability to work on own initiative
  • Ability to report progress in an effective and timely manner.


  • Proven track record in Customer Services environment with strong customer centric focus
  • Excellent communication skills, both verbal and written.


  • Good interpersonal skills with the ability to build relationships with colleagues, customers and suppliers alike
  • Strong team player
  • Effective at implementing new processes in an efficient way.
  • Motivated and self-driven to expand technical knowledge and skills set

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