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- Tasks: Provide top-notch IT support and resolve complex incidents for Xerox customers.
- Company: Join Advanced UK, a dynamic Xerox Business Solutions Company.
- Benefits: Full-time role with competitive salary and opportunities for growth.
- Why this job: Make a real difference in IT support while developing your skills.
- Qualifications: 2+ years in customer-facing IT support with strong troubleshooting skills.
- Other info: Exciting team environment with potential travel to client sites.
The predicted salary is between 36000 - 60000 ÂŁ per year.
We’re looking for an experienced 2nd Line Technical Analyst to provide high-quality IT support to Xerox customers across desktop, server and network environments. You’ll handle escalations from 2nd Line, resolve complex incidents, and help maintain secure, reliable infrastructure.
Key Responsibilities
- Diagnose and resolve 2nd line incidents within agreed SLAs (remote and on-site).
- Act as an escalation point for 1st Line Analysts, mentoring and supporting the team.
- Manage, update and close tickets, keeping users informed throughout.
- Work with suppliers and internal teams to drive incident and problem resolution.
- Maintain and support customer infrastructure, including patching and monitoring.
- Ensure systems follow security and ITIL service management processes.
- Contribute to knowledge base and configuration documentation.
About You
- 2+ years’ experience in a customer‑facing IT support role.
- Strong troubleshooting skills across: Windows 10/11, Windows Server, Microsoft 365 Active Directory/Entra ID, DNS, DHCP Desktops, laptops, printers and basic network devices.
- Confident communicator with excellent customer‑facing skills.
- Team player with a proactive, “can‑do” attitude and willingness to learn.
- Full clean driving license (role may involve travel to client sites).
Desirable
- Experience with any of: macOS, VMware, Citrix, Veeam, SonicWall, Exchange, managed print, hosted telephony.
- Certifications such as Microsoft (MCSA/MCSE), Citrix (CCA/CCP), VMware (VCP) or ITIL Foundation.
Seniority level: Mid‑Senior level
Employment type: Full-time
Job function: Information Technology
IT 2nd Line Technical Analyst employer: Advanced UK, A Xerox Business Solutions Company
Contact Detail:
Advanced UK, A Xerox Business Solutions Company Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land IT 2nd Line Technical Analyst
✨Tip Number 1
Network like a pro! Reach out to your connections in the IT field, especially those who work at Advanced UK or similar companies. A friendly chat can lead to insider info about job openings and even referrals.
✨Tip Number 2
Prepare for the interview by brushing up on your troubleshooting skills. Be ready to discuss specific incidents you've resolved, especially with Windows, Microsoft 365, and networking. We want to see how you think on your feet!
✨Tip Number 3
Show off your soft skills! As a 2nd Line Technical Analyst, communication is key. Practice explaining complex tech issues in simple terms, so you can impress the interviewers with your customer-facing abilities.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who take that extra step to connect directly with us.
We think you need these skills to ace IT 2nd Line Technical Analyst
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights your experience in customer-facing IT support roles. We want to see your troubleshooting skills, especially with Windows 10/11 and Microsoft 365, so don’t hold back on those details!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you’re the perfect fit for the 2nd Line Technical Analyst role. Share specific examples of how you've resolved complex incidents and supported your team.
Show Off Your Soft Skills: We love a confident communicator! Make sure to mention your customer-facing skills and your proactive attitude. It’s not just about technical know-how; we want to see how you connect with users and your team.
Apply Through Our Website: Don’t forget to apply through our website! It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows you’re keen to join our team at Advanced UK!
How to prepare for a job interview at Advanced UK, A Xerox Business Solutions Company
✨Know Your Tech Inside Out
Make sure you brush up on your troubleshooting skills, especially with Windows 10/11, Windows Server, and Microsoft 365. Be ready to discuss specific incidents you've resolved in the past, as this will show your practical experience and confidence.
✨Show Off Your Communication Skills
As a 2nd Line Technical Analyst, you'll need to communicate effectively with both customers and team members. Practice explaining complex technical issues in simple terms, and be prepared to demonstrate your customer-facing skills during the interview.
✨Be Ready for Scenario Questions
Expect questions that put you in real-life situations, like handling escalations or managing tickets. Think of examples from your previous roles where you successfully navigated similar challenges, and be ready to share your thought process.
✨Highlight Your Team Spirit
This role requires a proactive attitude and teamwork. Share experiences where you've mentored others or collaborated with colleagues to solve problems. This will show that you're not just a tech whiz but also a great team player.
