{"id":1512221,"url":"https://alion.io/job/xerox-2nd-line-technical-analyst-4","title":"2nd Line Technical Analyst","company":{"id":63913,"name":"Xerox","domain":"xerox.com","url":"https://alion.io/company/xerox-corp","size_band":"5000+","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Avature","truth_index":{"grade":"A","score":100,"open_postings":35,"ghost_share":0,"stale_share":0,"repost_share":0.029,"time_to_fill_p50_days":13,"computed_at":"2026-10-12T06:55:09Z"}},"role":"Analytics","role_family":"Analytics","seniority":null,"employment_type":null,"work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Bristol, United Kingdom"],"countries":["GB"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":45000,"max_usd":93000,"period":"year","method":"role_country_seniority_unknown","sample_n":179},"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Active Directory","optional":false},{"name":"DHCP","optional":false},{"name":"DNS","optional":false},{"name":"ISO 27001","optional":false},{"name":"ITIL","optional":false},{"name":"Microsoft Entra ID","optional":false},{"name":"Microsoft Office","optional":false},{"name":"Service Desk","optional":false},{"name":"Wi-Fi","optional":false},{"name":"Windows","optional":false}],"status":"live","first_seen_at":"2026-09-30T08:19:10Z","employer_posted_date":"2026-09-30","last_verified_at":"2026-10-13T00:19:48Z","board_verified":true,"closed_at":null,"days_open":12,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":12},"description":"About Xerox Holdings Corporation\nFor 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.\nOVERVIEW:\nAs part of our continued expansion, Xerox IT Services requires an IT Support Technician. 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.\nWhen 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.\nPRIMARY RESPONSIBILITIES:\nDiagnose and resolve incidents and aim to meet response and resolution within predetermined SLAs \nManage, update and close tickets within the Service Management toolset in line with ITIL framework principles\nActively chase suppliers or internal teams for resolution to incidents, service requests or problems\nEnsure configuration documents are kept current\nEnsure service processes for change, configuration and problem management are adhered to at all times\nBe professional and courteous to colleagues and the clients\nProvide remote desktop support and occasionally attend remote offices \nBuild rapport with clients to develop positive working relationships \nCo-operation to promote the development of the team and the success of the company as a whole \nTicket logging, escalating and regular feedback to the Service Desk Lead.\nComply with the client’s ISO27001 and Cyber Essentials Plus information security policies and procedures\nREQUIRED QUALIFICATIONS:\nA good understanding of IT and networks\nKnowledge of desktop, server and printer hardware and their components \nKnowledge of network devices and their roles \nKnowledge of customer service principles and practices\nKnowledge of computers and relevant software applications \nExcellent customer facing, communication, interpersonal and presentation skills\nStrong analytical, logical and troubleshooting skills\nManaging customer interactions and resolution progress in a ticket management system\nTECHNICAL KNOWLEDGE:\nMicrosoft Office 365 including add-ons\nMicrosoft Windows client and server\nMicrosoft Exchange \nActive Directory and Entra ID\nAnit-virus\nBasic hardware fault diagnosis\nBasic networking; DNS and DHCP\nNetwork cabling\nWorking with virtual desktop environments\nDESIRED EXPERIENCE:\nExperience in the legal environment and legal applications - Document Management Systems, Finance Systems, Time Recording, Case Management and Digital Dictation etc.\nMicrosoft Intune\nMimecast\nCorporate WiFi\niPhones and Apple Business Manager\nManaged Print solutions\nITIL foundation\nPost-16 education qualification in Information Technology\n#LI-CB1","description_format":"text","description_chars":3594,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[{"name":"United Kingdom","iso":"GB","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Document Management","Printers & Scanners","Managed Print Services"],"lifecycle":[{"event":"open","at":"2026-09-30T08:19:10Z"}],"visa":[],"liveness":{"score":44,"band":"fade","label":"Fading","p_open":1,"p_active":0.581,"p_room":0.75,"age_days":11,"expected_fill_days":13,"reasons":["conf:3","velocity","win:late","comp:brand"],"computed_at":"2026-10-12T06:55:09Z"},"pay":null,"html_url":"https://alion.io/job/xerox-2nd-line-technical-analyst-4","json_url":"https://alion.io/job/xerox-2nd-line-technical-analyst-4.json","meta":{"generated_at":"2026-10-13T00:31:12Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":856,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-14T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":63913},"rest":"https://alion.io/mcp/rest/get_company?id=63913"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fxerox-2nd-line-technical-analyst-4"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fxerox-2nd-line-technical-analyst-4"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fxerox-2nd-line-technical-analyst-4"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/xerox-2nd-line-technical-analyst-4\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fxerox-2nd-line-technical-analyst-4"}]}