2nd Line Technical Analyst

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 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. Learn more about us at www.xerox.com.

About Xerox IT Services:

Xerox IT Services in the UK is part of the Global Xerox IT Services Team and serves the customers of Xerox Direct and its Acquired Companies in the UK.

We offer a comprehensive portfolio that includes Managed IT Services, Infrastructure and Networking, Data Centre deployment, Cloud services, End User Compute hardware and Security specialisms.

A team of 150 IT professionals make up the UK IT Services team.

Our vision is to continue to offer locally delivered and tailored IT Support and Professional Services engagements to our customers and grow our UK business both organically and through acquisition.

Job Summary:

As part of our continued expansion, Xerox IT Services requires an IT Support Technician. This is a hybrid role located in Southampton.

The primary function of the role is to respond to and resolve customer IT support issues and requests received via telephone and email, as well as to carry out maintenance tasks across the IT landscape. This is carried out in a polite and efficient manner with a high degree of professionalism as expected by our clients.

When necessary, issues and requests are directed to other departments within Xerox or to third parties. The Support Technician provides them with as much information as is required to ensure their response is prompt and relevant, and they maintain ownership until a satisfactory resolution is reached.

This person must have the ability to work onsite with the Xerox team at our client’s office in Southampton (SO15 2AE). Initially they will be required onsite full-time, Monday to Friday, with hybrid working being introduced after induction. They will work a shift pattern including earlies and lates to cover 08:00 - 18:00.

Main Duties:

• Diagnose and resolve incidents and aim to meet response and resolution within predetermined SLAs
• Manage, update and close tickets within the Service Management toolset in line with ITIL framework principles
• Actively chase suppliers or internal teams for resolution to incidents, service requests or problems
• Develop and maintain the Knowledge Base
• Ensure configuration documents are kept current
• Ensure service processes for change, configuration and problem management are adhered to at all times
• Be professional and courteous to colleagues and the clients
• Provide remote desktop support
• Build rapport with clients to develop positive working relationships
• Co-operation to promote the development of the team and the success of the company as a whole
• Ticket logging, escalating and regular feedback to the Service Desk Lead.
• Occasionally attend remote offices
• Comply with the client’s ISO27001 and Cyber Essentials Plus information security policies and procedures

Required Experience:

• A good understanding of IT and networks
• Knowledge of desktop, server and printer hardware and their components
• Knowledge of network devices and their roles
• Knowledge of customer service principles and practices
• Knowledge of computers and relevant software applications
• Excellent customer facing, communication, interpersonal and presentation skills
• Strong analytical, logical and troubleshooting skills

Proficient in the use and support of:

• Microsoft Office 365 including add-ons
• Microsoft Windows client and server
• Microsoft Exchange
• Active Directory and Entra ID
• Anti-virus
• DNS, DHCP
• Citrix
• Network cabling
• Remote Desktop
• Email Relay and anti-spam

Desired Experience:

• Experience in the legal environment and legal applications - Document Management Systems, Finance Systems, Time Recording, Case Management and Digital Dictation etc
• Microsoft SCCM and Intune
• Collaboration tools (Microsoft Teams and Zoom)
• Mitel telephony
• Corporate wireless solutions
• iPhones and Mobile Device Management
• Managed Print solutions
• Web filtering
• ITIL foundation
• IT related degree

Dimensions and Future Opportunities:

Xerox IT Services in the UK is an ambitious and fast-growing division of the Xerox Corporation.

We are growing in terms of breadth and depth of services, as well as in terms of geographical reach - with European expansion on the horizon.

The competitiveness of our hardware and software offerings and our ability to form a close and effective partnership with our Vendors is key to maintaining strong sales engagement from our sales channels.