Key Responsibilities
* Focal point for the support of all Xerox products and services across EMEA.
* Local (Watford HQ) and remote technical support for all TJX locations across EMEA.
* Ongoing accountability for ensuring customer care and expectation management of incidents and problems. This role is very much customer facing with regular contact with users at all levels, so first impressions are key.
* Device lifecycle management. Proactive support for all Xerox and non‑Xerox devices within the scope of the contract, including monitoring device usage and working with Delivery to maximise device life.
* Ongoing solution management and working with Technical Consultants to implement solution change.
* Working with US counterparts to provide Global ‘follow‑the‑sun’ support during major outages.
* Identifying new revenue‑generating opportunities in collaboration with Delivery.
* Main contact point within Watford HQ for all Xerox services, coordinating break/fix incidents, consumables management and general print‑related problem management.
* Maintaining technical documentation, including Equitrac/ControlSuite, device configuration guides, and certification expiry/renewal dates.
* Ensuring all aspects of data security and integrity, adhering to organisational IT security policies and data privacy standards. Customer data should never be exposed externally, especially during device hard‑disk management and disposal.
* Managing user access and authentication.
* Remote monitoring and problem resolution for all devices across EMEA.
* Managing connectivity for all devices, coordinating with customer IT for connectivity issues, DHCP updates, IP address management, DNS registration, and SMTP management.
* Providing basic support for applications such as Tungsten Control Suite and/or legacy Equitrac, including license and certificate management, firmware updates, patch installation, adding clients, ensuring full functionality, and adding nominated/delegated clients to user profiles on request.
* Installing new or replacement devices and ensuring they are fully operational, with minimum connectivity to ControlSuite/Equitrac, Centerware, XDA & XSM, and management of image overwrites.
* Troubleshooting devices before requesting or coordinating engineer callouts.
* Supporting PC and laptop (Windows and Mac) with print driver installation and queue setup.
* Providing general plotter support (HP, Canon, etc.) and connecting users to existing systems.
* Monitoring toner levels, replenishing supplies, and educating key users to achieve self‑sufficiency.
* Floor walking and on‑site device monitoring.
* Managing Eco boxes for device sustainability.
* Occasional travel to client sites may be required.
* Flexibility to support business needs, including working additional hours when required.
Qualifications
* Preferred: Bachelor’s degree or diploma in computer science, information systems, engineering, or a related discipline.
* ITIL Foundation or equivalent (desirable).
* Relevant technical certifications (e.g., Microsoft, cloud, or platform‑specific).
* Strong analytical and problem‑solving skills.
* Ability to interpret technical data and translate it into actionable insights.
* Excellent written and verbal communication abilities.
* Strong stakeholder management and collaboration skills.
* Experience with systems analysis, troubleshooting, and reporting tools.
* Proficiency in Microsoft Office (Excel, PowerPoint, Visio, etc.).
* Ability to produce technical documentation and diagrams.
* Capacity to work effectively within cross‑functional and virtual teams.
* Strong organisational and multitasking skills.
* Results‑oriented with a high level of attention to detail.
* Ability to identify, assess, and communicate risks.
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