2nd Line IT Support Technician

Xerox; West of England; Vor Ort; GBP 22.000 - 30.000; Vollzeit

Zusammenfassung

Xerox Holdings Corporation's IT Services division seeks an IT Support Technician to respond to and resolve customer IT issues and requests via telephone and email, while performing maintenance tasks across the IT landscape.

The role emphasizes professional communication, adherence to ITIL processes, and providing remote desktop support, with occasional visits to remote offices as needed.

Qualifikationen

• Good understanding of IT and networks.
• Knowledge of desktop, server and printer hardware.
• Knowledge of network devices and their roles.
• Experience with customer service practices.
• Knowledge of computers and relevant software applications.
• Excellent customer-facing communication and presentation skills.
• Strong analytical and troubleshooting skills.
• Experience using a ticket management system.

Aufgaben

• Diagnose and resolve incidents and meet SLAs.
• Manage, update and close tickets in the ticketing system.
• Coordinate with suppliers or internal teams for resolution.
• Keep configuration documents current.
• Adhere to ITIL processes for change, config and problem management.
• Be professional and courteous to colleagues and clients.
• Provide remote desktop support and occasional site visits.
• Develop positive client relationships and report progress to Service Desk Lead.
• Comply with ISO27001 and Cyber Essentials Plus policies.

Kenntnisse

IT fundamentals

Networking

Customer service

Problem solving

Ticketing system

Remote support

Ausbildung

Post-16 IT qualification

Tools

Office 365

Windows OS

Active Directory

Entra ID

Virus protection

Jobbeschreibung

Xerox Holdings Corporation's IT Services division seeks an IT Support Technician to respond to and resolve customer IT issues and requests via telephone and email, while performing maintenance tasks across the IT landscape.

The role emphasizes professional communication, adherence to ITIL processes, and providing remote desktop support, with occasional visits to remote offices as needed.