Technical Support Analyst - III **General Information** Press space or enter keys to toggle section visibility City Kochi State/Province Kerala Country India Department SOFTWARE ENGINEERING Date Wednesday, February 19, 2025 Working time Full-time Ref# 20035031 Job Level Individual Contributor Job Type Experienced Job Field SOFTWARE ENGINEERING Seniority Level Associate **Description & Requirements** Press space or enter keys to toggle section visibility **About Xerox Holdings Corporation** 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 today’s workforce. From the office to industrial environments, our differentiated business solutions and financial services are designed to make every day work better for clients — no matter where that work is being done. Today, Xerox scientists and engineers are continuing our legacy of innovation with disruptive technologies in digital transformation, augmented reality, robotic process automation, additive manufacturing, Industrial Internet of Things and cleantech. Learn more at www.xerox.com and explore our commitment to diversity and inclusion. (https://www.xerox.com/en-us/jobs/diversity) The L3 Senior Integration Engineer / L3 Support role is an individual contributor responsible for maintaining applications and IT infrastructure managed by CES IT on behalf of Service Delivery. The role reports to the CES IT technical operations manager and is part of a combined Global Applications and Infrastructure team supporting information technology across many Xerox environments + The role is responsible for following formal administrative processes, performing tasks assigned to level 2/3 Service Desk and reporting activities to ensure that applications and infrastructure under CES IT control are operating and maintained according to internal service levels, operating procedures, and security objectives. + L3 Senior Support Engineer is a principal role for maintaining applications used in the processing of customer data and are the subject matter experts for applications they manage, ensuring continued availability of IT systems critical to meeting customer contracted services and Xerox business operations business objectives. **Responsibilities:** + Administer and manage applications, Xerox devices and databases. + Perform as the subject matter expert for troubleshooting and resolving application and IT infrastructure. + Manage escalations to level 3, 4 and with 3rd party suppliers through to issue resolution + Responsible for maintaining applications and infrastructure to agreed service levels + Develop, document, and perform testing procedures as and when required. + Track and monitor incidents to ensure SLA resolution, accurately document relevant information, and keep customers and mangers informed via email of the status of their requests + Contribute to and support compliance with client and Xerox security policies + Prepping and troubleshooting print data and associated applications + Administer and support print service provider applications such as XMPIE uStore. Quadient Inspire, Ironsides APT etc **Background, Experience & Qualifications:** + Degree\Diploma level or equivalent in a computer related science. + Experience in an IT support role + Extensive Knowledge of Microsoft Windows Server and client operating systems 2019 W10 + Understanding of networking TCPIP + Extensive Knowledge in Linux (Red Hat) operating systems + Understanding of Virtualization technology + Understanding of Linux Containerisation + Experience with Microsoft SQL Server SSMS and Maria DB + Ability to write and understand SQL queries + Good analytical skill to quickly identify and resolve IT issues + A good communicator Communicating, knowledge sharing and working effectively within a well-motivated functional team. + Must be self-motivated, detail oriented and have a strong sense of urgency + Abilities to work to timelines and under pressure + Good Documentation skills to ensure Systems Operating Procedures are created and maintained. + Ability to work flexibly, in ‘out of hours’ operation mode to ensure updates and patches can be applied to servers and network components without any interruption to production. + A ‘customer first’ attitude to deal with customers always in a friendly and efficient manner. + The nature of this position requires staff to occasionally work outside normal hours. Flexibility in the working day is essential to achieve the SLA. \#Ll-AR1 \#Ll-Remote Xerox is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, creed, religion, ancestry, national origin, age, gender identity, sex, marital status, sexual orientation, physical or mental disability, use of a guide dog or service animal, military/veteran status, citizenship status, basis of genetic information, or any other group protected by law. Learn more at www.xerox.com and explore our commitment to diversity and inclusion: https://www.xerox.com/en-us/jobs/diversity People with disabilities who need a reasonable accommodation to apply or compete for employment with Xerox may request such accommodation(s) by sending an e-mail to XeroxStaffingAdminCenter@xerox.com. Be sure to include your name, the job you are interested in, and the accommodation you are seeking.