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 Tier 3 Application Support Specialist

Empresa: Xerox
Tipo: Tempo Inteiro
Data: 13-12-2016
Zona mais emprego Lisboa
Categoria mais emprego Informática ( Analise de Sistemas )
Referencia # 3497860

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Xerox Corporation is a $22 billion leading global enterprise for business process and document management with over 140,000 employees serving customers in 160 countries. 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, Connecticut, Xerox provides leading edge document technology, services, software and genuine Xerox supplies for graphic communication and office printing environments of any size. Xerox also offers extensive business process outsourcing and IT outsourcing services, including data process, HR benefits management, finance support and customer relationship management services for commercial and government organisations worldwide.

The Role

The role is a technical position involving the support of the Global Document Outsourcing (GDO) technologies. The incumbent will aid in the support of internal and external customers/end users of the tools, business processes, and procedures Xerox employs. In a Tier 3 support role, the incumbent will use expertise and IT knowledge to resolve complex and/or time consuming issues, create new, repeatable solutions, and disseminate those solutions to the other team members within the support structure. The incumbent will be involved in the launch of new offerings and solutions and ensuring support readiness for launch. The incumbent will assist in the creation, review, evaluation, and on-going maintenance of support content. The incumbent will complete service requests associated with the GDO technologies, in support of Xerox customer contracts.


Support Activities

◾Develop and provide subject matter expertise in usage, implementation and configuration of GDO technologies.

◾Provide incident support for in-scope applications during account implementations and in steady-state operations.

◾Consult with end users, support resources, and management to assess and resolve support issues.

◾Troubleshoot basic, intermediate, and advanced problems; recommend appropriate actions to achieve resolution.

◾Review log files and/or use monitoring tools to analyze system performance. Determine appropriate action in problem situations.

◾Use remote access technologies in support of on-premises installations of applications.

◾Escalate as needed to higher tiers to ensure performance needs are being met.

◾Perform, document, and present root cause analysis (RCA) for critical issues, as required.

◾Resolve incidents and problems within stated service level objectives.

Service Requests

◾Implement service requests in accordance with change control process.

◾Create, delete, maintain, and audit access controls, as required.

◾Work closely with the technology teams within the organization to help ensure implemented changes to the software suite meet business needs.

◾Help maintain the security of GDO technologies through use of security best practices and application of Xerox security policies.

◾Resolve service requests within stated service level objectives.

Offering/Solution Development and Launch (TTM)

◾Serve as the lead support resource/subject matter expert for one or more solutions/applications.

◾Participate in the development of new solutions and offerings, as required.

◾Document, implement, and/or update standard processes and procedures.

◾Participate in on-call, after-hours support of applications, as required.

◾Ensure support readiness by agreed solution launch deadlines.

Organizational Activities

◾Help management contain cost of operations within targets.

◾Manage projects, implementations, and initiatives, as required.

◾Improve processes using proven methodologies and best practices, such as Lean Six Sigma and ITIL®.

◾Identify organizational growth and improvement opportunities.

◾Prepare operational reports or project progress reports.

◾Prepare weekly status reports and provide to program management.

◾Participate in daily/weekly/monthly status calls and, as required, facilitate meetings.

◾Perform monthly, quarterly, and annual analysis of incident support and service request activities; identify trends, opportunities to eliminate problems, and eliminate systemic issues.

◾Prepare monthly, quarterly, and annual results from analysis to present to regional operating companies and/or customers.

◾Document repeatable solutions for re-use by other support team members

◾Contribute to the overall body of knowledge (content) related to the supported programs


◾Good understanding of Microsoft Windows and Internet Explorer.

◾Mathematics – knowledge of basic statistical analysis and algebra

◾Active Learning — understanding the implications of new information for both current and future problem-solving and decision-making.

◾Troubleshooting — determining causes of operating errors and deciding what to do about it.

◾Critical Thinking — using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.

◾Complex Problem Solving – identifying complex problems and reviewing related information to develop and evaluate options and implement solutions

◾Systems Evaluation — identifying measures or indicators of system performance and the actions needed to improve or correct performance, relative to the goals of the system.

◾Operations Analysis — analyzing needs and product requirements to create a design. Basic organizational and communication skills.

◾Good understanding of TCP/IP networks and network-related configuration and solutions.

◾Understand Microsoft OS security components such as Local and Group Policies, ACLs, and Active Directory, and how they affect GDO technologies.

◾This role has involvement with employees and customers outside of the home country. Other counterparts may reside in any region of the globe.


◾English language competency at 85% or better, both written and verbal

◾Strong skills with Microsoft Word, Microsoft Excel, Microsoft PowerPoint, and Microsoft Visio

◾Strong time management skills

◾Strong communication skills - verbal and written

◾Ability to function well in a team environment.

◾Ability to function well on virtual teams.

◾Microsoft Certified Systems Administrator (MCSA) Windows certification, or equivalent experience

◾Minimum (3) years of Information Technology experience

◾Minimum (1) year experience in Application Administration


◾Bachelor's Degree in Computer Science, MIS or Engineering.

◾Related discipline or equivalent technical work experience will be considered with a equivalent of (5) years minimum experience

◾Microsoft Certified Systems Engineer (MCSE) Server Infrastructure certification, or equivalent experience

◾Experience with Nuance Equitrac, YSoft SafeQ, or Cirrato One solutions

◾Cisco Certified Network Associate certification

◾CompTIA A+, Network+, or Security+ certification

◾French language competency at 90% or better

◾Other key multi-lingual competency (Italian, German, Spanish)

◾Experience with Media Wiki contribution and editing

◾ITIL® Foundation certification

◾Lean Six Sigma Green Belt or higher

◾Knowledge of relational databases and basic transact SQL skills


We offer a great and friendly working atmosphere, high possibility for a career progression within the company as well as a competitive salary plus benefits and fantastic facilities on site.

If this sounds interesting to you, please feel free to apply on our career section on the Xerox website by clicking on the link below:



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