Customer Support Engineer & Training Officer
XEROX Emirates L.L.C
Total years of experience :18 years, 0 Months
Taken responsibility for customer satisfaction
through proper use of customer management
skills.
Perform equipment installation on products
defined by the Team Leader.
Adhere to management & escalation
procedures to resolve customer issues on a
timely basis.
Preventive maintenance procedures for future call avoidance.
Responsible for the pre-installation of Xerox copier machines (Phaser, WorkCentre, ColorQube, AltaLink & VersaLink) & IT support.
Ensure the company assets are maintained responsibly and also respond to escalate help desk issues in a timely manner.
Familiarity with Windows & Mac OS.
Provide network phone support such as network connectivity, copiers machine, software configuration, and hardware troubleshooting.
Installation, administration & troubleshooting XEROX copier machines.
Directly report to the Training Manager/ Team Leader on all areas of responsibilities.
Responsible for the planning and implementation of additions, deletions and major modifications to the present corporate and regional IT infrastructure.
Implement network security at the regional level as established in the corporate office.
Oversee the administration and maintenance of “SFS” infrastructure, and directs more junior innovators when necessary.
Familiarity with Microsoft Office, printing, and Windows networking.
Administer and maintain of computer stations and software being used in the company.
Build and maintain vendor relationships and manage the purchase of hardware, software and other IT supplies at the corporate and regional level.
Oversee troubleshooting, systems back-ups, archiving and disaster recovery and providing expert support when necessary.
Ensure the company assets are maintained responsibly and also respond to escalate help desk issues in a timely manner.
Identify and provide standards for gathering information for use in trend analysis and report information to company management and also serve as a main point of contact on all IT- related matters in the company and its affiliates.
Provide second level network phone support such as network connectivity, printers, database administration, software configuration, and hardware troubleshooting.
Coordinate hardware and software installations and upgrades to ensure work is performed in accordance with company policy. Recommends resolutions to complex matters of significance and coordinate the implementation of the approved course of action.
Ability to maintain a reliable and methodical approach to support and documentation.
Providing remote support to the clients. Replace damaged or malfunctioning PCs in the work site.
Ability to learn new material quickly.
Strong communication and people skills, both written and verbal.
Install and configure different platforms of Microsoft - Microsoft windows 98, Microsoft windows 2000, Microsoft windows XP editions.
Installation, Configuration, Maintenance Windows Operation System (Desktops and Servers).
Configure and optimize networks.
Debug network related issues.
Data backup and recovery using various recovery and imaging tools from corrupted hard drives.
Design and implement various local area networks for hospitals, medical transcription centers.
Assemble Intel / AMD based desktop machines.
Handle customer queries remotely.
Design, Installation, administration & troubleshooting LAN, WAN.
Resolve customer problems in person or via telephone, email or remote access.
Responsible for managing the production and delivery of regulatory materials for partners across the enterprise.
Provides expertise from the commencement of the creative process and management of workflow following content approval through production and delivery.
Provides consultative service to internal clients seeking to produce printed materials.
Perform other related duties processing customer reports, expenses, time and other job-related materials.
Supervision and coordination of production activities of UPS.
Attending complaints of dealers and customers.
Installation, emergency and preventive maintenance will be provided to customers.
Testing and certification of end product.
Handle customer queries remotely.