Technical Helpdesk

Technical Customer Services
Full-time
Job Field
Technical Customer Services
The salary range above represents the low and high end in the local currency of Xerox’s salary range for this position and is reflected in an annualized amount. Employees are also afforded a comprehensive suite of benefits, that include medical, dental, life insurance, an Employee Assistance Program (EAP), Paid Time Off, holidays, disability, and retirement benefits, please visitXerox Careers . 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 and explore our commitment to diversity and inclusion.
The Tier 3 MSA Engineer is responsible for delivering advanced technical support and leadership for managed services clients. This role involves designing, implementing, and maintaining robust network and infrastructure solutions that meet the complex needs of our clients. Through technical excellence and strategic leadership, this position aims to enhance service delivery, ensure high availability, and drive continuous improvement in our managed services offerings.
Maintain customer infrastructure including servers and networking.
Design, implement, and manage network and server solutions.
Ensure the security and compliance of network and infrastructure solutions in accordance with industry standards and regulations.
Provide technical leadership to the IT team, promoting a culture of innovation and continuous improvement.
Manage and prioritize infrastructure projects, collaborating with internal teams and external partners.
Troubleshoot high-level technical issues, providing expert guidance and solutions.
Mentor junior members of the team.
Performance Goals:
Achieve and maintain system uptime and performance targets for network and infrastructure services.
Successfully lead and deliver key IT projects on time and within budget.
Enhance system security and ensure compliance with regulatory standards.
Bachelor’s degree in information technology, Computer Science, or a related field is preferred. Advanced certifications in networking and infrastructure, such as CCNP, VCP, VMCE, or AWS Certified Solutions Architect, are highly advantageous.
Experience: 5+ years of experience in infrastructure and network engineering, with a strong focus on solution design, implementation, and maintenance within a managed services environment. Proven track record of technical leadership and project management.
Advanced Networking: Expertise in designing, implementing, and managing complex network infrastructures. Security and Compliance: Advanced understanding of cybersecurity practices, network security protocols, and compliance requirements. Experience with implementing security measures to protect data and infrastructure.
Technical Leadership: Demonstrated ability to lead technical teams, manage projects, and drive innovation within IT infrastructure and network domains.
Problem Solving: Exceptional problem-solving skills and the ability to make decisions based on a comprehensive analysis of available data.
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