IT 2nd Line Technical Analyst

Xerox; Wakefield; Hybrid; GBP 30,000 - 45,000; Full time

Job summary

A leading technology company in Wakefield is looking for an experienced 2nd Line Technical Analyst to provide high-quality IT support across desktop, server, and network environments. The successful candidate will handle escalations, resolve incidents, and maintain secure infrastructures. With a focus on customer service, the ideal applicant will have over two years of experience in a similar role, strong troubleshooting skills in Windows environments, and a proactive attitude. This position may also require travel to client sites.

Qualifications

• 2+ years’ experience in a customer-facing IT support role.
• Strong troubleshooting skills across various platforms.
• Confident communicator with excellent customer-facing 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 across Windows 10/11

Active Directory/Entra ID

Customer-facing skills

Basic network devices knowledge

Team collaboration

Tools

Microsoft 365

Windows Server

Job description

General Information: City Wakefield | State/Province West Yorkshire | Country United Kingdom | Department PROFESSIONAL_SERVICES_CONSULTANCY | Date Friday, December 12, 2025 | Working time Full-time | Ref# 20036726 | Job Level Individual Contributor | Job Type Experienced | Job Field PROFESSIONAL_SERVICES_CONSULTANCY | Seniority Level Associate

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 From the office to industrial environments, our differentiated business and 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 the role

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.

About you

• 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

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

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