2nd Line Technical Analyst

Xerox; West of England; On-site; GBP 22,000 - 30,000; Full time

Job summary

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.

Qualifications

• 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.

Responsibilities

• 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.

Skills

IT fundamentals

Networking

Customer service

Problem solving

Ticketing system

Remote support

Education

Post-16 IT qualification

Tools

Office 365

Windows OS

Active Directory

Entra ID

Virus protection

Job description

About Xerox Holdings Corporation

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 www.xerox.com.

About Xerox Holdings Corporation

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 www.xerox.com.

OVERVIEW:

As part of our continued expansion, Xerox IT Services requires an IT Support Technician. 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.

PRIMARY RESPONSIBILITIES

• 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
• 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 and occasionally attend remote offices
• 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.
• Comply with the client’s ISO27001 and Cyber Essentials Plus information security policies and procedures

REQUIRED QUALIFICATIONS:

• 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
• Managing customer interactions and resolution progress in a ticket management system

TECHNICAL KNOWLEDGE:

• Microsoft Office 365 including add-ons
• Microsoft Windows client and server
• Microsoft Exchange
• Active Directory and Entra ID
• Anit-virus
• Basic hardware fault diagnosis
• Basic networking; DNS and DHCP
• Network cabling
• Working with virtual desktop environments

DESIRED EXPERIENCE:

• Experience in the legal environment and legal applications - Document Management Systems, Finance Systems, Time Recording, Case Management and Digital Dictation etc.
• Microsoft Intune
• Mimecast
• Corporate WiFi
• iPhones and Apple Business Manager
• Managed Print solutions
• ITIL foundation
• Post-16 education qualification in Information Technology