It 2nd Line Technical Analyst

Xerox Holdings Corporation; Manchester; On-site; GBP 30,000 - 40,000; Full time

Job summary

A leading technology company in Manchester is looking for an experienced 2nd Line Technical Analyst to provide high-quality IT support across a variety of systems. Responsibilities include diagnosing and resolving incidents, supporting 1st Line Analysts, and maintaining customer infrastructure. The ideal candidate should have over 2 years of relevant experience and strong troubleshooting skills in Windows and Microsoft 365. This role may involve travel to client sites.

Qualifications

• 2+ years' experience in a customer-facing IT support role.
• Strong troubleshooting skills across various IT systems.
• Confident communicator with excellent interpersonal skills.

Responsibilities

• Diagnose and resolve 2nd line incidents within agreed SLAs.
• Act as an escalation point for 1st Line Analysts.
• Manage, update and close tickets, keeping users informed.

Skills

Troubleshooting skills in Windows 10/11

Customer-facing skills

Teamwork

Proactive attitude

Tools

Microsoft 365

DNS

DHCP

VMware

Citrix

Job description

Overview

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.

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).

Desired

• 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.

About Xerox

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.