Onsite 2nd Line IT Support Specialist

Xerox

Nuneaton

On-site

GBP 30,000 - 45,000

Full time

7 days ago

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Job summary

Xerox Holdings Corporation in the United Kingdom is seeking a Technical Analyst to join our on-site team in Nuneaton. You will provide level 2 IT support for key incidents, handling desktop, server, and network issues, and work closely with the Service Desk to ensure high-quality service.

You will mentor 1st Line Engineers, develop run books, and help evolve service delivery. The role requires strong communication, customer-facing skills, and hands-on experience with Microsoft 365, Windows

Qualifications

Good understanding of IT infrastructure.
Knowledge of desktop, server, printers and storage hardware and their components.
Knowledge of network devices and their roles.
Ability to plan, organize and adapt to changing job tasks within own role.
Open to respond to feedback and committed to self-development.
Team worker and ‘can do’ attitude.
Strong verbal and written communication skills.
Excellent customer facing, communication, interpersonal and presentation skills.
Strong analytical, logical and troubleshooting skills.
At least two years’ experience working in a customer facing IT support environment.

Responsibilities

Diagnose and resolve level 2 incidents and aim to meet response and resolution within predetermined SLA’s.
Provide onsite and remote desktop and server support.
Build rapport with all new and existing clients to develop positive working relationships.
Co-operation to promote the development of the service desk team and the success of the company as a whole.
Manage, update and close tickets in the call queue.
Actively chase suppliers or resolution groups for resolution to incidents or problems.
Support the Service Desk team during busy periods to ensure call answering KPI’s are maintained.
Proactively identify areas for improvement in conjunction with the Service Desk Manager and Service Delivery Manager.
Develop operational run books and knowledge base information.
Work as part of a team to implement/design new solutions.
Working with 2nd line resources across the organisation to resolve or elevate problems.
Act as an incident escalation point within in an ITIL Service Desk environment for the 1st Line Engineers.
Ticket logging, escalating and regular feedback to the Service Desk Manager and Service Delivery Manager.
Ensure infrastructure is secure and meets security guidelines.
Mentor team members on best practice.
Develop and maintain run books. Ensure configuration documents are up to date.
Ensure service processes for change, configuration and problem management are adhered to at all times.
Raise Change Requests.
Be professional and courteous to colleagues and the clients.