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Support Desk Engineer - 3rd Shift (REMOTE)

Company: Xerox
Location: Virginia Beach
Posted on: January 11, 2022

Job Description:

General information City: Virginia Beach State/Province: Virginia Country: United States Department: Technical Customer Services Date: Monday, September 20, 2021 Working time: Full-time Ref#: 20013431 Job Level: Specialist Job Type: Experienced Job Field: Technical Customer Services Seniority Level: Associate Description & Requirements Xerox (NYSE: XRX) makes every day work better. We are a workplace technology company, building and integrating software and hardware for enterprises large and small. As customers seek to manage information across digital and physical platforms, Xerox delivers a seamless, secure and sustainable experience. Whether inventing the copier, the ethernet, the laser printer or more, Xerox has long defined the modern work experience. Learn more at and explore our commitment to diversity and inclusion. POSITION OVERVIEW: This position is responsible for ensuring client satisfaction for Xerox Managed IT Services customers. The Support Desk Engineer ensures that service delivery adheres to Xerox company standards. This individual will have an in-depth knowledge of the customer environment with a desired goal of effectively delivering exceptional support to our clients from a remote call center environment. Ensuring timely incident resolution and superior customer service is a primary objective for the Support Desk Engineer role. The Support Desk Engineer will report to the Support Desk Manager. To accomplish this job successfully, an individual must be able to perform each essential function satisfactorily. THIS IS A 3RD SHIFT POSITION SUNDAY - WEDNESDAY 10:00 PM EST - 8:30 AM EST . ESSENTIAL DUTIES AND RESPONSIBILITIES: Ensure professional, timely and polite support to all clients Have in depth knowledge of our tools and ticketing procedures Follow standard help desk protocols, procedures and guidelines as provided Identify, troubleshoot, and resolve a wide range of computer, server & network related problems Basic understanding of Line of Business (LOB) applications and associated third party vendors Stay current with system information, changes, and information technology updates Any other special projects or tasks assigned SKILLS & ABILITIES: Communication (Oral) - Speaks clearly and persuasively; listens and gets clarification; responds well to questions; demonstrates group presentation skills; participates in meetings. Communication (Written) - Ability to communicate in writing clearly and concisely; edits work for spelling and grammar; varies style to meet needs; presents numerical data effectively. Problem Solving - Identifies problems in a timely manner; gathers and analyzes information skillfully; develops alternative solutions; resolves problems in early stages; works well in group solving situations. Business Ethics - Treats people with respect; keeps commitments; inspires the trust of others; works with integrity and ethically; upholds organizational values. Team Builder - Balances team and individual responsibilities; gathers and analyzes information skillfully; develops alternative solutions; resolves problems in early stages; works well in group problem solving situations. Analytical Skills - Ability to use thinking and reasoning to solve a problem. REQUIREMENTS & QUALIFICATIONS: Education - High School Diploma or GED Experience - 5 or more years of experience in server/network/IT systems and troubleshooting steps Skills - Proficiency with information technology regarding both hardware and software. Working knowledge of Microsoft server and desktop operating systems, specifically Server 2008, 2012, 2016 and Windows 7, 8 and 10. Basic networking knowledge for switches, routers, firewalls, VLANs, wireless, Active Directory, Exchange and O365. In depth knowledge of server virtualization technologies, specifically VMware, vSphere and Microsoft Hyper-V Certifications and Licenses - IT industry certifications are preferred, specifically Microsoft and Cisco 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 or expression, 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 and explore our commitment to diversity and inclusion! 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 Be sure to include your name, the job you are interested in, and the accommodation you are seeking. 2020 Xerox Corporation. All rights reserved. Xerox and Xerox and Design are trademarks of Xerox Corporation in the United States and/or other countries. #LI-AS3 #LI-Remote

Keywords: Xerox, Virginia Beach , Support Desk Engineer - 3rd Shift (REMOTE), Engineering , Virginia Beach, Virginia

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