Landed a support role with Xerox, Interview tips?
OmniTech
Posts: 26Member ■□□□□□□□□□
Alright guys, after talking with a recruiter for a couple days, I got an offer for desktop support at Xerox. Here are the details.
Job Title: Help Desk Specialist
Job Description
• Solve Customer problems over the phone (software installation, networking, etc.)
• Provide support to internal/external sales personnel, resellers, and end user customers
• Set up and maintain data bases for customers and resellers in back office systems
• Accomplish tasks without considerable direction and /or supervision
Skills:
• Proficiency with Microsoft Excel , Microsoft Office, and data bases. Knowledge of network operating systems and network setup
• Strong telephone communication skills.
• Excellent phone support and troubleshooting
Experience:
• Prior work experience in Help Desk Support, Customer Service and or Technical Support environments
• Prior administrative experience, with an emphasis on working with databases.
Any interviewing tips? This is my first interview for an IT job so I'd like to prepare and ace it. Also, what kind of interviewing questions should I be expecting? I'd like to prepare for those as well.
Job Title: Help Desk Specialist
Job Description
• Solve Customer problems over the phone (software installation, networking, etc.)
• Provide support to internal/external sales personnel, resellers, and end user customers
• Set up and maintain data bases for customers and resellers in back office systems
• Accomplish tasks without considerable direction and /or supervision
Skills:
• Proficiency with Microsoft Excel , Microsoft Office, and data bases. Knowledge of network operating systems and network setup
• Strong telephone communication skills.
• Excellent phone support and troubleshooting
Experience:
• Prior work experience in Help Desk Support, Customer Service and or Technical Support environments
• Prior administrative experience, with an emphasis on working with databases.
Any interviewing tips? This is my first interview for an IT job so I'd like to prepare and ace it. Also, what kind of interviewing questions should I be expecting? I'd like to prepare for those as well.
Comments
Questions they could ask: How to deal with Technical Issues? How would you deal with an irate user? What do you feel customer service is? questions like that. Bring a notebook full of questions for them...
What questions should i be asking them? One i've come to mind are things like, how's the environment, what are opportunities for expansion, typical day, etc..
What about those "why are you leaving your last job" and "why us" type of questions? Should I expect those? I have sound reasons but, they're just dreading.
Tell them why you are leaving just dont bad mouth your current company.
"There isn't really any room to move up"
"I am trying hard to accelerate my career I cant get the help I need to get there"
etc
Dont:
"Ugh my boss is such a pain who rides me all day"
Only positive reasons for going. Tell them issues you may have if they ask but dont bash the current place.
I was just thinking the same thing. Thanks for the insight. I plan to elaborate it as such.
However, should I mention the money? Like "not only is this my main interest and passion, but it's also a very lucrative one." or something? lol or no?
CWTS, then WireShark
Yeah I have a Xerox, well ATOS engineer, that works with me at my current work.
Guy has literally gone from account -> ACS -> Xerox -> ATOS in here career so far :P Not a bad thing still happy there but literally went outsourced -> work for outsource -> got bought out by -> who split to
They might ask you some stuff about it
Lots of companies use papercut as a cost/print tracking solution
Just a tip
Ok, that's something (troubleshooting) that I'm quite familiar with and I'm confident in answering. However, I'm here currently quizzing myself for my A+ and currently getting annoyed by the little "spec" questions. I hope they don't ask stuff like how to calculate clock frequencies and such.
The guys there were fantastic; very cool and laid back. They asked some simple tech questions, which I'm sure i answered thoroughly. The customer related questions were pretty good, although i think i fumbled a couple questions because the situations thrown at me were pretty tough, so i paused a little.
I can tell from their reaction we were getting along quite well, and had some agreements (nods) in what were discussing after I answered their questions. I also highlighted my huge interest in the company, and were delighted by my knowledge of its history, etc.
They told me they'd contact my recruiter on Friday with feedback on the interview and what the status would be, but i haven't heard anything from my recruiter since. I got a call from my recruiter the same day as well after the interview stating the same thing, but no call, e-mail, etc.
Would it be safe to say i wasn't considered? Or should i wait? I sent an e-mail to my recruiter a few minutes ago asking for the status, so I'm at least waiting on that.
Having interviewed candidates for these types of support roles, there are three things that stand out to me:
1. Customer Service and Personality - this is a position that is customer facing and ensuring you are able to satisfy the SLAs in place is critical. In addition, you need to be approachable.
2. Technical Aptitude - I look for whether or not you can critically think and can figure issues out on your own.
3. Soft skills - What kind of documentation do have you created, project management skills, and communication. Can you write an e-mail to a user that's professional?
One of the best things I have done in an interview is understand what is the pain point of the organization and hiring manager. This gives you the opportunity to demonstrate what you can do to solve that pain point.