2nd Line IT Support Technician – Hybrid

Xerox; Southampton; On-site; GBP 26,000 - 36,000; Full time

Job summary

Xerox IT Services in the UK is seeking an IT Support Technician for a hybrid role based in Southampton. The primary duties involve responding to and resolving customer IT issues via telephone and email, plus performing maintenance tasks across the IT landscape.

Initially onsite full-time, with hybrid work introduced after induction, covering 08:00 – 18:00 on a pattern of early and late shifts. The role requires strong IT/network knowledge, customer-facing skills and a professional approach to

Qualifications

• Good understanding of IT and networks.
• Knowledge of desktop, server and printer hardware and components.
• Knowledge of network devices and their roles.
• Excellent customer facing, communication and presentation skills.
• Strong analytical, logical and troubleshooting skills.

Responsibilities

• Diagnose and resolve incidents and meet SLA targets.
• Manage, update and close tickets in the ITSM toolset.
• Chase suppliers or internal teams for incident resolution.
• Develop and maintain the Knowledge Base.
• Keep configuration documents current and ensure ITIL processes are followed.
• Provide remote desktop support and build rapport with clients.
• Occasionally attend remote offices and support hybrid team.
• Comply with ISO27001 and Cyber Essentials Plus policies.

Skills

IT knowledge

Networking

Customer service

Troubleshooting

Windows environment

Remote support

Education

IT related degree

Tools

Microsoft 365

Windows Server

Active Directory

Citrix

DNS

DHCP

Remote Desktop

Job description

Xerox IT Services in the UK is seeking an IT Support Technician for a hybrid role based in Southampton. The primary duties involve responding to and resolving customer IT issues via telephone and email, plus performing maintenance tasks across the IT landscape.

Initially onsite full-time, with hybrid work introduced after induction, covering 08:00 – 18:00 on a pattern of early and late shifts. The role requires strong IT/network knowledge, customer-facing skills and a professional approach to