It 2nd Line Technical Analyst

Xerox Holdings Corporation; Bradford; Hybrid; GBP 28,000; Full time

Job summary

A leading IT solutions provider in the United Kingdom seeks an experienced 2nd Line Technical Analyst to deliver high-quality IT support. You'll handle complex incidents and provide support across desktop, server, and network environments. The ideal candidate will have over 2 years of IT support experience, a proactive attitude, and strong troubleshooting skills. This hybrid role involves on-site customer visits and an annual salary of £28,000.

Qualifications

• 2+ years' experience in a customer-facing IT support role.
• Confident communicator with a proactive attitude.
• Full clean driving license with potential site travel.

Responsibilities

• Diagnose and resolve 2nd line incidents within agreed SLAs.
• Mentor 1st Line Analysts in a team setting.
• Manage and update tickets, keeping users informed.
• Work with suppliers to drive incident resolution.

Skills

Strong troubleshooting skills

Excellent customer-facing skills

Windows 10/11

Windows Server

Microsoft 365

Active Directory

DNS

DHCP

Tools

Microsoft Teams

VMware

Citrix

Job description

We're looking for an experienced 2nd Line Technical Analyst to provide high-quality IT support to Xerox customers across desktop, server and network environments. You'll handle escalations from 2nd Line, resolve complex incidents, and help maintain secure, reliable infrastructure.

Key Responsibilities

• Diagnose and resolve 2nd line incidents within agreed SLAs (remote and on-site).
• Act as an escalation point for 1st Line Analysts, mentoring and supporting the team.
• Manage, update and close tickets, keeping users informed throughout.
• Work with suppliers and internal teams to drive incident and problem resolution.
• Maintain and support customer infrastructure, including patching and monitoring.
• Ensure systems follow security and ITIL service management processes.
• Contribute to knowledge base and configuration documentation.

Job Details

• Department: Infrastructure & Technology
• Location: Hybrid; 4 Days per week in Sheffield / On-site customer visits
• Reports to: IT Manager
• Salary: £28,000

Qualifications

• 2+ years' experience in a customer-facing IT support role.
• Strong troubleshooting skills across:
• Windows 10/11
• Windows Server
• Microsoft 365 / Active Directory / Entra ID
• DNS, DHCP
• Desktops, laptops, printers, and basic network devices
• Confident communicator with excellent customer-facing skills.
• Team player with a proactive, "can-do" attitude and willingness to learn.
• Full clean driving license (role may involve travel to client sites).

Desirable Skills

• Experience with macOS, VMware, Citrix, Veeam, SonicWall, Exchange, managed print, hosted telephony.
• Certifications such as Microsoft (MCSA/MCSE), Citrix (CCA/CCP), VMware (VCP) or ITIL Foundation.