2nd Line Technical Analyst

Xerox Corporation; Southampton; Hybrid; GBP 24,000 - 32,000; Full time

Job summary

Xerox Corporation is seeking a Support Technician to respond to and resolve customer IT issues via phone and email, with onsite work at the Southampton client site. The role starts onsite full-time, Monday to Friday, with hybrid work introduced after induction, covering 08:00–18:00 shifts.

You will diagnose, log and resolve incidents, maintain knowledge bases, and ensure ITIL-aligned service management. A strong IT background and customer-facing skills are essential.

Qualifications

• ITIL foundation knowledge or certification preferred.
• IT related degree or equivalent.
• Experience in IT support, ideally in a professional services or legal environment.
• Strong communication and interpersonal skills.
• Good understanding of IT infrastructure, networks and security basics.

Responsibilities

• Diagnose and resolve incidents and achieve target response and resolution times per SLAs.
• Log, update, and close tickets in the Service Management toolset following ITIL practices.
• Coordinate with suppliers or internal teams to resolve incidents or requests.
• Develop and maintain the Knowledge Base for the team.
• Keep configuration documents up to date and accurate.
• Ensure change, configuration and problem management processes are followed.
• Provide professional, courteous support to clients and colleagues.
• Deliver remote desktop support when needed.
• Build rapport with clients to foster positive working relationships.
• Support the team’s success and contribute to Xerox’s goals.
• Occasionally visit remote offices as required.
• Comply with ISO27001 and Cyber Essentials Plus policies.
• Demonstrate solid IT and networking knowledge.

Skills

Customer service

Communication

Analytical thinking

Problem solving

Teamwork

Professionalism

Education

IT-related degree

ITIL foundation

Tools

O365

Windows Server

Exchange

Active Directory

Entra ID

Citrix

DNS/DHCP

Remote Desktop

SCCM/Intune

Mitel telephony

Job description

The primary function of the role is to respond to and resolve customer IT support issues and requests received via telephone and email, as well as to carry out maintenance tasks across the IT landscape. This is carried out in a polite and efficient manner with a high degree of professionalism as expected by our clients. When necessary, issues and requests are directed to other departments within Xerox or to third parties. The Support Technician provides them with as much information as is required to ensure their response is prompt and relevant, and they maintain ownership until a satisfactory resolution is reached. This person must have the ability to work onsite with the Xerox team at our client's office in Southampton (SO15 2AE). Initially they will be required onsite full-time, Monday to Friday, with hybrid working being introduced after induction. They will work a shift pattern including earlies and lates to cover 08:00 - 18:00. Main Duties:

• Diagnose and resolve incidents and aim to meet response and resolution within predetermined SLAs
• Manage, update and close tickets within the Service Management toolset in line with ITIL framework principles
• Actively chase suppliers or internal teams for resolution to incidents, service requests or problems
• Develop and maintain the Knowledge Base
• Ensure configuration documents are kept current
• Ensure service processes for change, configuration and problem management are adhered to at all times
• Be professional and courteous to colleagues and the clients
• Provide remote desktop support
• Build rapport with clients to develop positive working relationships
• Co-operation to promote the development of the team and the success of the company as a whole
• Ticket logging, escalating and regular feedback to the Service Desk Lead.
• Occasionally attend remote offices
• Comply with the client's ISO27001 and Cyber Essentials Plus information security policies and procedures
  A good understanding of IT and networks
• Knowledge of desktop, server and printer hardware and their components
• Knowledge of network devices and their roles
• Knowledge of customer service principles and practices
• Knowledge of computers and relevant software applications
• Excellent customer facing, communication, interpersonal and presentation skills
• Strong analytical, logical and troubleshooting skills
• Proficient in the use and support of:
• Microsoft Office 365 including add-ons
• Microsoft Windows client and server
• Microsoft Exchange
• Active Directory and Entra ID
• Anti-virus
• DNS, DHCP
• Citrix
• Network cabling
• Remote Desktop
• Email Relay and anti-spam
• Desired Experience:
• Experience in the legal environment and legal applications - Document Management Systems, Finance Systems, Time Recording, Case Management and Digital Dictation etc
• Microsoft SCCM and Intune
• Collaboration tools (Microsoft Teams and Zoom)
• Mitel telephony
• Corporate wireless solutions
• iPhones and Mobile Device Management
• Managed Print solutions
• Web filtering
• ITIL foundation
• IT related degree
  For more than 100 years, Xerox has continually redefined the workplace experience. Harnessing our leadership position in office and production print technology, we've expanded into software and services to sustainably power the hybrid workplace of today and tomorrow. Today, Xerox is continuing its legacy of innovation to deliver client-centric and digitally-driven technology solutions and meet the needs of today's global, distributed workforce. From the office to industrial environments, our differentiated business and technology offerings and financial services are essential workplace technology solutions that drive success for our clients. At Xerox, we make work, work. Learn more about us at .