L3 Solutions Engineer

Lexmark is now a proud part of Xerox, bringing together two trusted names and decades of expertise into a bold and shared vision.

When you join us, you step into a technology ecosystem where your ideas, skills, and ambition can shape what comes next. Whether you’re just starting out or leading at the highest levels, this is a place to grow, stretch, and make real impact—across industries, countries, and careers.

From engineering and product to digital services and customer experience, you’ll help connect data, devices, and people in smarter, faster ways. This is meaningful, connected work—on a global stage, with the backing of a company built for the future, and a robust benefits package designed to support your growth, well-being, and life beyond work.

Responsibilities :

Job Summary:

Work in a dynamic Technical Support Center to provide worldwide support for complex solution products involving server-based, cloud-based, and device-based software and firmware. The Technical Support Engineer requires strong technical, troubleshooting, communication, and organizational skills to fulfill the responsibilities outlined below.
 

Roles and Responsibilities:

· Provide technical support for issues with complex solutions products that first-level Solutions Agents could not resolve.

o Serve as primary escalation point for solutions support for all issues in a particular geography that the first-level Solutions Agents could not resolve.

o Provide technical floor support at the Cebu site and chat-conference support to all geographies in real-time.

o Work jointly with first-level Solutions Agents, who are based in the geography of the customer, and with highly knowledgeable customers, such as trained help desks, service technicians, IT administrators.

o Troubleshoot issues reported by customers or Lexmark personnel, such as Professional Services Technical Consultants (formerly called Systems Engineers in NA)

· Quickly recognize the solution, leveraging master list of solutions or kbase to confirm infrequently called-about solutions.

· Rapidly review current state of the issue and troubleshooting information provided by first-level Solutions Agent, customer, and other Lexmark personnel.

· Quickly leverage information about customer environment, configuration, history for troubleshooting.

· Recreate issues when appropriate

· If the first-level Solutions Agent has not done so, narrow down the problematic area of the solution to a specific component.

· Determine whether the issue resides in Lexmark product, Lexmark product configuration, or customer environment.

· Determine if call should be handled by Perceptive Software GSS and follow the Interaction Process appropriately.

· Apply a systematic approach to problem solving through analysis of the problem and evaluation of alternative solutions.

o Provide correct information and high-quality resolution for customer questions/issues.

o Escalate rapidly and within SLA to Product Engineering if a product defect exists, unable to find a resolution, or issue is outside the scope of the Agent’s defined support boundary for the product

o Reassess urgency of the issue with first level Solutions Agent and possibly the customer and apply judgment to reset the priority of the issue, thereby re-establishing SLAs for all Lexmark roles involved in resolving the issue.

o May provide support by phone, email, chat.

o Provide technical floor support at the Cebu site and chat-conference support to all geographies in real-time.

· Proactively manage and drive escalated issues through the PE escalation process to meet SLAs

o Review all open escalations to PE as frequently as SLAs dictate (example - every 4 hours for normal priority, hourly for high-priority) and process updates.

· Support issues related to configuration set at installation but subsequently changed

o Install and configure products to mirror customer configuration and environment to allow troubleshooting

o Understand how the configuration and initial setup impact operations. Identify whether changes made to customer configuration impacted operations, even when those changes are related to installation/set-up aspects.

o May assist first-level Solutions Agents and customers with Installation-related questions and issues.

· Serve as the Solutions Agent.

· May interface directly with customers, although Solutions Agent will own the communications and issue.

· Collaborate on processes, training, knowledgebase.

· Actively pursue additional knowledge to improve ability to resolve customer issues.

Education, Experience, and Certifications Basic Requirements:

Bachelor’s degree or equivalent experience required.
B.S. in Computer Science, Electronics and Communications Engineering, Computer Engineering, Computer Science, Computer Information Systems, or Information Technology is preferred, or 3–5 years of relevant professional experience, including coursework or hands-on experience in operating systems, security, networking and network protocols, and databases.

o 2 years in IT administration or related work, involving web servers, networks, security, and server administration/support is preferred

o 2 years' experience in Lexmark Software or Solutions Technical Support

o Experience with and understanding of each of the following is preferred: to install, configure, administer, troubleshoot, and resolve issues with products that interact with them, including the ability to capture and interpret associated log files

o HTML5 experience (reading, debugging) preferred

o Java script experience (writing, reading, debugging) required; certification preferred

· 3rd party certifications are preferred: MCSA, ICDN1, ICDN2, CompTIASecurity+

· Azure Certifications are preferred but not required such as AZ-900, AZ-104

· A plus if with the certifications below:

o PL-400

o DP-203

o DA-100

· Required communications skills

o Fluent in both written and spoken English

o Strong written, verbal, and active listening skills

· Ability to understand complex solution products and rapidly learn complex technology and troubleshooting techniques

· Ability to apply technical concepts and solve problems in situations where many variables exist.

How to Apply ?

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