Job Description

At Xerox, we make work, work! For more than 100 years, Xerox has continually redefined the workplace experience. From the office to industrial environments, our differentiated business and technology offerings and financial services are essential workplace technology solutions that drive success for our clients.Learn more at and explore ourDesignation: Associate Engineer, Software EngineeringExperience: 3-7 Years experience in technical supportWorking time: 24*5 rotational shift and (Saturday & Sunday as per business requirement)Working mode: Work from OfficeEducation: Bachelor\'s degree in ITSpecific Job Duties:

• Answering email and/or phone calls from Service Delivery Operations personnel related to requests for action, or issues with the managed service technical solution that require resolution.
• Obtaining pertinent information from the User to enable complete and accurate recording of the request or issue for eventual resolution.
• Provide timely and proactive communication to customers on open cases, not letting cases remain in progress without an update depending upon Service Level Agreement (SLA)
• Triage tickets and resolve rudimentary issues. Escalate to the next appropriate Resolver Group for more complex technical issues.
• Take lead on dispositioning of all tickets entered by self and doing a proper follow-up with appropriate escalation teams until resolution.
• Become adept in the use of the ticketing system, and routing to corresponding resolver groups without reliance on a call script to guide her/him.
• Take feedback from the Manager for corrections and/or improvements after reviewing Production, Feedback, and Implementation for updates, questions, correct type assignment, Quality Accuracy, SLA delivery, etc.
• Designing database tables, creating stores procedures and functions, and Creating database triggers for automation.
• Maintaining data and Security Quality

Skills and Preferred Traits:

• Exceptional verbal and written communication skills are required.
• Able to handle stress with ease and not get flustered or easily frustrated.
• Able to provide a sense of control and calmness to the caller or originator of email.
• Must be open to working in different shifts and in a 24x7 environment.
• Results and goal-oriented, with a strong work ethic
• Energetic, assertive, customer-centric personality
• Team player with the ability to form strong working relationships with clients and team members.
• Puzzle solver; likes to tinker and troubleshoot issues. Analytical and consultative focus.
• Ability to handle multiple issues at once and prioritize that work.
• Has a strong desire to learn new technology (must have a technical background - such as Azure/AWS, SQL, web servers, and enterprise application support).

Technical Skills:

• Mandatory - SQL, Azure/AWS, Linux/Unix
• Important -DevOps (Basic) Azure/AWS, Basic Networking, Windows OS/Windows Server

#LI-NJ1#LI-OnsiteShare this job: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 talentacquisitionsupport@xerox.com. Be sure to include your name, the job you are interested in, and the accommodation you are seeking.\xc2\xa9 2024 Xerox Corporation. All rights reserved. Xerox\xc2\xae and Xerox and Design\xc2\xae are trademarks of Xerox Corporation in the United States and/or other countries.

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