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For Companies At a Glance
- Tasks: Provide top-notch IT support, troubleshoot issues, and mentor junior team members.
- Company: Join Xerox, a century-old leader in workplace innovation and technology solutions.
- Benefits: Enjoy a full-time role with opportunities for growth and development in a dynamic environment.
- Why this job: Be part of a collaborative team that values your input and fosters professional growth.
- Qualifications: Must have 2+ years in IT support, strong communication skills, and a 'can do' attitude.
- Other info: Work in a supportive culture that prioritises health, safety, and equality.
The predicted salary is between 30000 - 42000 £ per year.
Job Summary
As part of our continued expansion, Xerox IT Services requires an IT Support Technician. This is a hybrid role located in Bristol. 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. When necessary, issues and requests are directed to other departments within Xerox or to third parties; the Support Technician provides them with all required information to ensure a prompt and relevant response, maintaining ownership until a satisfactory resolution is reached. The technician will work onsite with the Xerox team at our client’s office in central Bristol (BS2 0HQ), initially full‑time Monday to Friday, with hybrid working introduced after induction. Shift patterns include early and late hours to cover 08:00 – 18:30.
Main Duties
- Diagnose and resolve incidents and aim to meet response and resolution within predetermined SLAs
- Manage, update and close tickets within the Service Management toolset in line with ITIL framework principles
- Actively chase suppliers or internal teams for resolution to incidents, service requests or problems
- Develop and maintain the Knowledge Base
- Ensure configuration documents are kept current
- Ensure service processes for change, configuration and problem management are adhered to at all times
- Be professional and courteous to colleagues and the clients
- Build rapport with clients to develop positive working relationships
- Co‑operate to promote the development of the team and the success of the company as a whole
- Ticket logging, escalating and regular feedback to the Service Desk Lead
- Occasionally attend remote offices
- Comply with the client’s ISO27001 and Cyber Essentials Plus information security policies and procedures
Required Experience
- A good understanding of IT and networks
- Knowledge of desktop, server and printer hardware and their components
- Knowledge of network devices and their roles
- Knowledge of customer service principles and practices
- Knowledge of computers and relevant software applications
- Excellent customer facing, communication, interpersonal and presentation skills
- Strong analytical, logical and troubleshooting skills
Proficient in the Use and Support Of
- Microsoft Office 365 including add‑ons
- Microsoft Windows client and server
- Microsoft Exchange
- Active Directory and Entra ID
- Anit‑virus
- DNS, DHCP
- Citrix
- Network cabling
- Remote Desktop
- Email Relay and anti‑spam
Desired Experience
- Experience in the legal environment and legal applications – Document Management Systems, Finance Systems, Time Recording, Case Management and Digital Dictation etc.
- Microsoft SCCM and Intune
- Collaboration tools (Microsoft Teams and Zoom)
- Mitel telephony
- iPhones and Mobile Device Management
- Managed Print solutions
- Web filtering
- ITIL foundation
- IT related degree
Dimensions and Future Opportunities
The client is a Top 100 UK law firm with over 900 IT users.
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IT Support Technician - 2nd Line employer: Xerox Corporation
Contact Detail:
Xerox Corporation Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land IT Support Technician - 2nd Line
✨Tip Number 1
Familiarise yourself with the specific technologies mentioned in the job description, such as Microsoft Office 365, Active Directory, and network devices. Having hands-on experience or relevant certifications can really set you apart from other candidates.
✨Tip Number 2
Practice your customer service skills, as this role requires excellent interpersonal communication. Consider role-playing scenarios where you handle difficult IT support calls to build your confidence and improve your response strategies.
✨Tip Number 3
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 interviews.
✨Tip Number 4
Stay updated on the latest trends in IT support and infrastructure management. Being knowledgeable about emerging technologies and best practices will demonstrate your commitment to professional development and your ability to adapt in a fast-paced environment.
We think you need these skills to ace IT Support Technician - 2nd 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 provided customer-facing support. Emphasise your technical skills related to desktop, server, and network support, as well as your ability to work in a team.
Craft a Strong Cover Letter: In your cover letter, express your enthusiasm for the role and the company. Mention specific experiences that demonstrate your problem-solving skills and ability to handle IT incidents. Show how your background aligns with the responsibilities outlined in the job description.
Highlight Relevant Skills: Clearly list your technical skills, such as proficiency in Microsoft Office 365, Windows Server, Active Directory, and troubleshooting abilities. Use bullet points for clarity and ensure they match the requirements mentioned in the job description.
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
✨Know Your Technical Stuff
Make sure you brush up on your knowledge of IT infrastructure, desktop and server support, and network devices. Be prepared to discuss specific technologies like Microsoft Office 365, Active Directory, and VMWare ESXi, as these are crucial for the role.
✨Show Off Your Customer Service Skills
Since this role involves a lot of client interaction, be ready to share examples of how you've successfully handled customer queries or issues in the past. Highlight your communication skills and ability to build rapport with clients.
✨Demonstrate Team Spirit
The job requires working closely with a team, so be prepared to talk about your experiences in collaborative environments. Share instances where you've supported colleagues or contributed to team success, especially in high-pressure situations.
✨Prepare for Scenario Questions
Expect to face scenario-based questions that assess your problem-solving abilities. Think of examples where you've diagnosed and resolved IT incidents, and be ready to explain your thought process and the steps you took to reach a solution.