At a Glance
- Tasks: Provide level 2 IT support and troubleshoot key incidents for clients.
- Company: Join Xerox, a leader in redefining workplace technology for over 100 years.
- Benefits: Enjoy a full-time role with opportunities for growth and development.
- Other info: Opportunity to work with cutting-edge technology and collaborate with a supportive team.
- Why this job: Be part of a dynamic team enhancing client IT experiences and solving real-world problems.
- Qualifications: Two years of customer-facing IT support experience and knowledge of IT infrastructure required.
The predicted salary is between 30000 - 42000 £ per year.
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.
Description & Requirements
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. Job Summary
Technical Analysts play an integral role in providing a high-quality support service to our customers. This role is on-site in Nuneaton.
The primary function of the role is to respond to customer IT support calls in a polite and efficient manner. The individual should be comfortable liaising with customers in person, over the phone or via email; possess a familiarity of clients within the Xerox group of companies and the ability to access all relevant support tools and information as required. Technical Analysts are expected to provide user guidance, perform service requests, maintenance and monitoring tasks and respond to alerts. They should also have excellent personal presentation and interpersonal skills in face to face client environments. As well as have the ability to work as a ‘Team Player’ in and amongst an ever developing and growing team. In order to perform the required function, it is essential the Technician has detailed technical knowledge of network infrastructure topology and support. Technical Analysts must have a good understanding and ability to work unsupervised on desktop, network and server support. The Technical Analyst will play a crucial role in defining and evolving on the phone and in-person service delivery at the 2nd line level. This person will be integral to the mentoring and developing of the 1st Line Engineers in assisting with escalated calls and professional support. The Technical Analyst Will Also Be Expected To
- Provide level 2 support for key incidents and issues related to our clients
- Provide problem management and technical analysis
- Maintain existing infrastructure systems
- Ensure that systems are patched and maintained in accordance with the clients and organisation’s expectations
- Work with the SDM and Infrastructure Specialist team to ensure that any risks to availability or performance are identified
- During exceptional busy period it may be necessary to support the Service Desk 1st line team to ensure the call answering KPI’s are maintained
- The Technical Analyst will play a crucial role in defining and evolving on the phone and in-person service delivery, this person will be integral to the mentoring and developing of the 1st Line Engineers in assisting with escalated calls and professional support
Key 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.
General Responsibilities
- To support your colleagues, wherever practicable, to ensure they meet their objectives.
- To support the Board of Directors and Management Team in delivering change that benefits the business as a whole.
- To adhere to Xerox Equal Opportunities policy in all activities, and to actively promote equality of opportunity wherever possible.
- To be responsible for your own health and safety and that of your colleagues, in accordance with the Health and Safety at Work Act (1974) and relevant EC directives.
- To work in accordance with the Data Protection Act and to ensure that all new systems are reported to your Data Protection Controller.
- To undertake such other duties as may be reasonably expected.
- To provide a healthy and comfortable working environment, smoking is prohibited throughout the company’s premises, except in specially designated areas.
Required Skills And Experience
- 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
Proficient In The Use And Support Of
- Microsoft Office 365
- Microsoft Windows client
- Microsoft Windows Server
- Active Directory
- DNS, DHCP
- Printer Hardware
- Network cabling
- Mitel Telephony
- Mac desktop OSX
- Microsoft Exchange Online
- Remote Desktop
- VMWare ESXi
- Email Relay and antispam
- Veeam
- Sonicwall routers
- HP server and network hardware
- Managed print solutions
- Hosted Telephone systems
Desired Skills And Experience
- Experience supporting clients in the construction sector
- MCSA, MCSE
- VMWare
- VCA, VCP, VCAP, VCIX, VCDX
- ITIL foundation
- IT related degree
- Mitel certification
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2nd Line Technical Analyst in Nuneaton employer: Advanced UK, A Xerox Business Solutions Company
Xerox IT Services is an exceptional employer, offering a dynamic work environment in Southampton where innovation and collaboration thrive. With a strong focus on employee growth, we provide comprehensive training and development opportunities, alongside a supportive culture that values professionalism and teamwork. Our hybrid working model and commitment to tailored IT support ensure that you can make a meaningful impact while enjoying a balanced work-life experience.
Contact Details:
Advanced UK, A Xerox Business Solutions Company Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land 2nd Line Technical Analyst in Nuneaton
✨Tip Number 1
Familiarise yourself with the specific technologies mentioned in the job description, such as Microsoft Office, Active Directory, and VMware. Having hands-on experience or even just a solid understanding of these tools will help you stand out during interviews.
✨Tip Number 2
Brush up on your troubleshooting skills, especially for common IT issues related to desktop and server hardware. Being able to demonstrate your problem-solving abilities in real-time scenarios can significantly boost your chances of landing the role.
✨Tip Number 3
Prepare to discuss your customer service experience in detail. Since this role involves direct interaction with clients, showcasing your ability to communicate effectively and handle support queries will be crucial.
✨Tip Number 4
Network with current or former employees of Xerox or similar companies. They can provide valuable insights into the company culture and expectations, which can help you tailor your approach during the interview process.
We think you need these skills to ace 2nd Line Technical Analyst in Nuneaton
Some tips for your application 🫡
Tailor Your CV:Make sure your CV highlights relevant experience in customer-facing IT support. Emphasise your understanding of IT infrastructure and any specific technologies mentioned in the job description, such as Microsoft Office, Active Directory, and VMware.
Craft a Strong Cover Letter:Write a cover letter that showcases your passion for IT support and your ability to communicate effectively with end users. Mention specific examples of how you've provided excellent customer service in previous roles.
Highlight Relevant Skills:In your application, clearly outline your technical skills, especially those related to troubleshooting, root cause analysis, and knowledge of network devices. This will demonstrate your capability to handle the responsibilities of the role.
Proofread Your Application:Before submitting, carefully proofread your application for any spelling or grammatical errors. A polished application reflects your attention to detail and professionalism, which are crucial in an IT support role.
How to prepare for a job interview at Advanced UK, A Xerox Business Solutions Company
✨Know Your Technical Stuff
Make sure you brush up on your knowledge of IT infrastructure, including desktop, server, and network devices. Be prepared to discuss your experience with Microsoft Office, Active Directory, and other relevant technologies during the interview.
✨Show Off Your Customer Service Skills
As a 2nd Line Technical Analyst, you'll be the first point of contact for IT support queries. Highlight your customer-facing experience and provide examples of how you've successfully resolved issues while maintaining a positive attitude.
✨Prepare for Troubleshooting Scenarios
Expect to be asked about your troubleshooting process. Prepare to walk through how you would handle specific incidents or service requests, demonstrating your analytical and logical thinking skills.
✨Ask Insightful Questions
At the end of the interview, don't forget to ask questions! Inquire about the team dynamics, ongoing projects, or how they measure success in the role. This shows your genuine interest in the position and helps you assess if it's the right fit for you.
