I have no idea what this "engineer" is so I can't say.
A Xerox tech probably wouldn't, they are the hardware guys, they may know the software, but they are not at all required to.
Any 2nd level rep absolutely would know, any Analyst (The software/network guys that are not part of your contract) should know, and they have us in 2nd level support to help them as well. (Any Analyst won't be a pro at every machine, they support every device made by Xerox and get sent for a multitude of reasons, where as 2nd level support is much more specialised, we deal directly with a specific subset of devices, and for that reason, we will always know the little glitches, bugs, limitations of the machines we support that someone who does not deal with them couldn't possibly know)