Docucare Technician

**Purpose**:

- A DocuCare Associate provides the services delivery support to the client by providing
contractual break/fix support, predominately on Office devices. Objectives of position are to
deliver operational excellence (in line with the contract Statement of Work) and customer
service interface.

The position is an associate delivery operations role of which the majority of their time will
be involvement with device maintenance, either through Break/Fix or consumable
management activity. The individual will have responsibility for delivering Break/Fix support
to meet the service level agreement with the client. Key focal for problem resolution.
**Scope**:

- This role is part of a Service Delivery Team, comprising of both DAM and TS individuals,
- Delivering an agreed service to the client.
- The role impacts cost control through the adherence to SLA’s and avoidance of service penalties, the use of parts and consumables used in the rectification of device issues and management of consumables.

**Primary Responsibilities**:

- Serve as the primary on-site customer contact for equipment support and service.
- Carries out regular preventative maintenance checks on client fleet of machines
- Provide on-going end-user training on equipment.
- Basic device maintenance, including replacement of basic accessible parts and consumables per equipment specifications.
- Break/Fix support, including consumable replenishment, for the majority of tasks.
- Perform basic equipment problem diagnosis to support problem resolution.
- IT support functions, including; downloading & installing printer drivers on end-user
- equipment, mapping to PC as required, escalate printer network issues to appropriate
- resource etc.
- Device Configuration (Enter IP address, scanning templates, User access levels. Scan
- Identify and promote Xerox Services and Solutions.
- Physical as well as remote device management and control.
- Pro-actively manage consumables and supplies using local tools to support.
- Maintain on-site operator replaceable parts inventory.

**Qualifications**:

- Bachelor’s Degree in Engineering
- 2 years+ in a similar position.
- Preferred experience in IT, service delivery projects, and client interaction experience.
- Strong communication and problem-solving skills.
- Customer Service oriented with good interpersonal skills.
- Good command of English.
- #LI-LL1
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