At a Glance
- Tasks: Provide top-notch IT support and resolve technical issues for clients.
- Company: Join Xerox, a leader in innovative workplace technology for over 100 years.
- Benefits: Competitive salary, career growth, and a supportive team environment.
- Other info: Dynamic role with opportunities to mentor and develop junior team members.
- Why this job: Make a real impact by helping clients with cutting-edge technology solutions.
- Qualifications: Experience in IT support and strong communication skills required.
The predicted salary is between 33750 - 41250 £ 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 .
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
- 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 escal 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.
- 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
- Network cabling
- Mitel Telephony
- 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
- #J-18808-Ljbffr
2nd Line Technical Analyst employer: Xerox Corporation
Xerox Corporation is an excellent employer, offering a dynamic work culture that fosters collaboration and innovation in the heart of London. Employees benefit from comprehensive growth opportunities, competitive compensation, and a commitment to work-life balance, making it an ideal place for those looking to make a meaningful impact in their careers while working on cutting-edge projects.
StudySmarter Expert Advice🤫
We think this is how you could land 2nd Line Technical Analyst
✨Join the IT Consultancy Buzz
Get involved in local or virtual IT consultancy meetups and forums. This is where we can rub shoulders with industry professionals, get insights into what Xerox Corporation values, and even spot unadvertised opportunities. Don't miss out on these chances to make a name for ourselves in the IT world!
✨Show Off Your Skills
Create a personal project or case study relevant to the challenges Xerox Corporation might face. Use platforms like GitHub or Medium to share your findings. This not only demonstrates our consulting skills but shows a proactive attitude, making us stand out from the crowd when applying for that full-time gig.
✨Leverage LinkedIn for Connections
Follow and engage with the relevant thought leaders and influencers in IT consultancy on LinkedIn. Share insightful content and join discussions to gain visibility. A well-placed comment or shared article could catch the attention of someone at Xerox Corporation!
✨Direct Apply to Xerox Corporation
Let's not forget to apply directly through the Xerox Corporation website! Tailor your application to showcase our understanding of their consulting style and how we can contribute to their projects. A personalised approach can make a huge difference in landing that full-time position!
We think you need these skills to ace 2nd Line Technical Analyst
Some tips for your application 🫡
Showcase Your Problem-Solving Skills:In IT consulting, it's all about problem-solving, so make sure your CV highlights your analytical skills and any relevant projects you've tackled. Mention specific technologies or methodologies you've used to resolve issues or improve processes; this shows you can think critically and deliver results, which is vital for us at Xerox Corporation.
Highlight Relevant Certifications:Certifications like ITIL, PMP, or even specific tech stack qualifications can really make you stand out. Make sure to include these in your CV, as they not only demonstrate your expertise but also your commitment to staying current in the field. We love seeing candidates who are proactive about their professional development!
Tailor Your Cover Letter:Your cover letter is your chance to connect personally with us at Xerox Corporation. Share stories about your experiences in IT consulting, and how they shaped your desire to join our team. Mention why you’re excited about this particular role, and how you see yourself contributing to our projects.
Keep It Clear and Concise:We're all busy, so make sure your application is easy to read. Use bullet points for key achievements, and don’t overload us with jargon. A clean, professional layout goes a long way. Remember, the clearer your application, the more likely we are to invite you in for an interview!
How to prepare for a job interview at Xerox Corporation
✨Brush Up on Your Technical Skills
For an IT consulting role, be ready to demonstrate your technical prowess. You might face questions on systems integration, cloud technologies, or even troubleshooting specific software. If you have experience with tools like AWS, Azure, or even specific programming languages, make sure you can talk about them fluently.
✨Showcase Your Problem-Solving Approach
IT consulting is all about solving problems for clients. Think about how you can illustrate your approach to a past challenge using the STAR method (Situation, Task, Action, Result). It's a great way to show how you tackle complex issues and come up with effective solutions.
✨Know the Business Impact of IT Solutions
When discussing your experiences, focus not just on the tech solutions you implemented, but also on their business impact. Employers want to see that you can connect IT with organisational goals. Prep examples that highlight how your tech contributions improved efficiency or reduced costs for past clients or projects.
✨Prepare for Behavioural Questions
Since IT consulting often involves teamwork and client interactions, expect behavioural questions that assess your interpersonal skills. Be prepared with examples that demonstrate your adaptability, communication skills, and how you handle client feedback. Before the interview, think of situations where you worked closely with clients to create effective IT strategies or changes.
