2nd Line IT Support Specialist

Xerox Corporation; Southampton; Hybrid; GBP 25,000 - 34,000; Full time

Job summary

Xerox IT Services in the UK is seeking an IT Support Technician for a hybrid role based in Southampton. The role focuses on responding to and resolving customer IT issues via phone and email, with maintenance tasks across the IT landscape and ownership of tickets until resolution.

Initial onsite full-time work (Mon–Fri) with hybrid working after induction; shifts 08:00–18:00. Strong IT, networking, and customer service skills are essential.

Qualifications

• Solid IT and networks understanding with strong problem-solving.
• Experience with desktop, server, and printer hardware.
• Excellent customer-facing communication and presentation skills.

Responsibilities

• Diagnose and resolve incidents within SLA targets.
• Manage, update and close tickets in the Service Management toolset (ITIL).
• Coordinate with suppliers or internal teams to resolve incidents or requests.
• Develop and maintain the Knowledge Base and keep configuration documents current.
• Ensure service processes for change, configuration and problem management are followed.
• Build rapport with clients to foster positive working relationships.

Skills

IT knowledge

Networking basics

Customer service

Troubleshooting

Communication

Windows OS

Tools

Office 365

Windows client

Active Directory

Exchange

DNS/DHCP

Citrix

Remote Desktop

Email security

Entra ID

Mitel telephony

Job description

Xerox IT Services in the UK is seeking an IT Support Technician for a hybrid role based in Southampton. The role focuses on responding to and resolving customer IT issues via phone and email, with maintenance tasks across the IT landscape and ownership of tickets until resolution.

Initial onsite full-time work (Mon–Fri) with hybrid working after induction; shifts 08:00–18:00. Strong IT, networking, and customer service skills are essential.