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- Tasks: Provide high-quality IT support and manage escalated technical issues.
- Company: Join Xerox, a leader in workplace technology with over 100 years of innovation.
- Benefits: Enjoy a full-time role with opportunities for professional growth and development.
- Why this job: Be part of a dynamic team that values expertise and fosters positive client relationships.
- Qualifications: Six years of IT support experience and proficiency in Microsoft technologies required.
- Other info: Remote work options available; must have a valid driver's license for potential travel.
The predicted salary is between 36000 - 60000 £ per year.
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City
Edinburgh, Glasgow
State/Province
Country
Scotland, United Kingdom
Department
PROFESSIONAL_SERVICES_CONSULTANCY
Date
Working time
Full-time
Ref#
20035939
Job Level
Job Type
Experienced
Job Field
PROFESSIONAL_SERVICES_CONSULTANCY
Seniority Level
Associate
Description & Requirements
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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 .
With more than 200 expert staff across nine UK locations, Xerox IT Services aims to help SME organisations work smarter. That means expertise in identifying and implementing appropriate technologies, combined with the ability to support those solutions to optimise a customer’s return on investment.
Xerox IT Services provides agile managed print, IT, VoIP and document capture technology, expertly deployed and supported for those smarter business outcomes.
About the role:
Technical Specialists play an integral role in providing a high-quality IT support services to our customers for the Glasgow, Scotland location. The primary function of the role is to act as a 3rd line engineer that takes ownership of escalated IT support calls, due to either their high technical or priority nature. The individual should be comfortable liaising with customers over the phone or email, possess a familiarity of Xerox IT clients and the ability to access all relevant support tools and information as required.
In addition to the above, Third Line Technical Analysts are expected to provide technical guidance, perform IT service requests, perform and approve IT change requests and be responsible for pro-active management of IT infrastructure through maintenance and monitoring. To perform the required function, it is essential an IT Third Line Technical Analyst has a high-level ability to work on network infrastructure topology and support.
Third Line Technical Analysts must have a good understanding and ability to work unsupervised on various technologies which may include: VMWare and Windows server infrastructure, MS Exchange, Office 365, SPAM Titan Email Relay, Citrix, Aruba WiFi, Veeam back-up management, NAS / SAN storage, firewalls, networking, Security audits and Webroot antivirus software.
- Respond to client requests within support agreement targets
- Provide remote desktop and server support
- Point of escalation for Technical Analysts
- Proactive management of client networks
- Build rapport with all new and existing clients to develop positive working relationships
- Co-operation to promote the development of the support team and the success of the company as a whole
- Call logging and regular feedback to the Service Desk Manager and Service Delivery Manager
General Skills & Knowledge:
- A high level understanding of IT and networks.
- Knowledge of desktop, servers, and their components
- Knowledge of network devices and their roles
- Ability to plan, organize and adapt to various job tasks
- Open to respond to feedback and committed to self-development
- Strong analytical skills
Experience & Qualifications:
Required:
- At least six years’ experience working in an IT support environment
- Proficiency in Microsoft MCP
Nice-to-have:
- Microsoft MCSA, MCSE, MCP
- Citrix
- CCA, CCP, CCE
- VMWare/HyperV
- VCA, VCP, VCAP, VCIX, VCDX
- ITIL foundation
- IT related degree
- Valid driver\’s license and access to own vehicle (possible travel in Edinburgh area)
Technical Skills:
Must have proficiency in:
- Microsoft Office
- Microsoft Windows client
- Microsoft Windows Server
- Active Directory
- DNS, DHCP
- Microsoft Exchange/Exchange Online
- Office 365
- Remote Desktop
- VMWare ESXi
- Server Clusters and SAN topology
- HP, Dell Server, SAN and network hardware
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IT Support Technician - 3rd Line employer: Xerox Corporation
Contact Detail:
Xerox Corporation Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land IT Support Technician - 3rd Line
✨Tip Number 1
Familiarise yourself with the specific technologies mentioned in the job description, such as VMWare, Windows Server, and Office 365. Having hands-on experience or relevant certifications can really set you apart from other candidates.
✨Tip Number 2
Network with current or former employees of Xerox, especially those in IT support roles. They can provide valuable insights into the company culture and expectations, which can help you tailor your approach during interviews.
✨Tip Number 3
Prepare to discuss real-life scenarios where you've successfully resolved complex IT issues. Being able to articulate your problem-solving process will demonstrate your capability as a 3rd line technician.
✨Tip Number 4
Show your enthusiasm for continuous learning and self-development. Mention any recent courses or certifications you've pursued that relate to the role, as this reflects your commitment to staying updated in the fast-evolving tech landscape.
We think you need these skills to ace IT Support Technician - 3rd Line
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in IT support, especially any roles where you've worked as a 3rd line engineer. Include specific technologies mentioned in the job description, such as VMWare, Microsoft Exchange, and Office 365.
Craft a Strong Cover Letter: In your cover letter, express your enthusiasm for the role at Xerox and explain how your skills align with their needs. Mention your experience in managing IT infrastructure and your ability to build rapport with clients.
Showcase Technical Skills: Clearly list your technical skills that match the job requirements. Highlight your proficiency in Microsoft MCP and any additional certifications like MCSA or MCSE that could set you apart from other candidates.
Proofread Your Application: Before submitting, carefully proofread your application for any spelling or grammatical errors. A polished application reflects your attention to detail, which is crucial in an IT support role.
How to prepare for a job interview at Xerox Corporation
✨Showcase Your Technical Skills
Be prepared to discuss your experience with specific technologies mentioned in the job description, such as VMWare, Windows Server, and Office 365. Highlight any relevant projects or challenges you've faced and how you resolved them.
✨Demonstrate Problem-Solving Abilities
Expect scenario-based questions that assess your troubleshooting skills. Practice articulating your thought process when diagnosing and resolving IT issues, as this will showcase your analytical skills and ability to work under pressure.
✨Build Rapport with Interviewers
Since the role involves liaising with clients, it's important to demonstrate your interpersonal skills. Be friendly, engage with your interviewers, and show enthusiasm for the company and the role. This can help you stand out as a candidate who can build positive relationships.
✨Prepare Questions for the Interviewers
Have a list of insightful questions ready to ask at the end of the interview. This shows your interest in the role and the company. You might inquire about the team structure, ongoing projects, or opportunities for professional development within Xerox.
