On-Site 2nd Line IT Support Analyst

Xerox Corporation; West of England; Hybrid; GBP 26,000 - 36,000; Full time

Job summary

Xerox Holdings Corporation in the United Kingdom is seeking a Technical Analyst to provide level 2 IT support on-site in Nuneaton. You will diagnose incidents, support desktop, server, and network tasks, and collaborate with the Service Desk and 2nd line teams.

You will mentor 1st Line Engineers, maintain run books, and ensure security guidelines are followed while delivering high-quality customer service across the Xerox group.

Qualifications

• Two years’ experience in customer-facing IT support.
• Strong knowledge of desktop, server and network components.
• Familiarity with ITIL processes and service desk practices.

Responsibilities

• Diagnose and resolve level 2 incidents to SLA targets.
• Provide onsite desktop, server and network support.
• Build rapport with clients and maintain positive relationships.
• Coordinate with Service Desk and 2nd line for escalations.
• Update tickets and knowledge base with resolutions.
• Mentor 1st Line Engineers and contribute to training.

Skills

IT support

Customer facing

Team player

Troubleshooting

Communication

Tools

Active Directory

DNS/DHCP

VMware ESXi

Mitel Telephony

Microsoft 365

Windows Server

Remote Desktop

Job description

Xerox Holdings Corporation in the United Kingdom is seeking a Technical Analyst to provide level 2 IT support on-site in Nuneaton. You will diagnose incidents, support desktop, server, and network tasks, and collaborate with the Service Desk and 2nd line teams.

You will mentor 1st Line Engineers, maintain run books, and ensure security guidelines are followed while delivering high-quality customer service across the Xerox group.