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For Companies At a Glance
- 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 collaboration and client relationships.
- Qualifications: Six years of IT support experience and proficiency in Microsoft technologies required.
- Other info: Potential travel within the Edinburgh area; valid driver's license needed.
The predicted salary is between 36000 - 60000 £ 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.
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 service 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 with 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
- Webroot antivirus software
Responsibilities:
- 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
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 to gain insights into the company culture and expectations for the IT Support Technician role. This can help you tailor your approach during interviews and show that you're genuinely interested in the position.
✨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 support technician.
✨Tip Number 4
Showcase your soft skills, especially your ability to communicate effectively with clients. Since the role involves liaising with customers, emphasising your interpersonal skills can make a significant difference in your application.
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, particularly focusing on 3rd line support roles. Include specific technologies you've worked with, such as VMWare, Microsoft Exchange, and networking skills.
Craft a Strong Cover Letter: In your cover letter, express your enthusiasm for the role at Xerox and explain how your background aligns with their needs. Mention your experience with customer service and technical problem-solving, as these are key aspects of the job.
Showcase Technical Skills: Clearly list your technical qualifications and certifications, such as MCP or MCSA, in your application. Highlight any hands-on experience with the specific technologies mentioned in the job description.
Prepare for Potential Questions: Think about common interview questions related to IT support and prepare your answers. Be ready to discuss scenarios where you successfully resolved technical issues or improved processes in previous roles.
How to prepare for a job interview at Xerox Corporation
✨Showcase Your Technical Skills
Make sure to highlight your experience with the specific technologies mentioned in the job description, such as VMWare, Windows Server, and Office 365. Be prepared to discuss how you've used these tools in past roles and any challenges you've overcome.
✨Demonstrate Problem-Solving Abilities
As a 3rd Line IT Support Technician, you'll need to tackle complex issues. Prepare examples of difficult problems you've solved in previous positions, focusing on your analytical skills and the steps you took to resolve them.
✨Communicate Effectively
Since the role involves liaising with clients, practice explaining technical concepts in simple terms. This will show your ability to communicate effectively with non-technical stakeholders, which is crucial for building rapport.
✨Prepare Questions for the Interviewers
Have a few thoughtful questions ready about the company culture, team dynamics, or specific projects. This shows your genuine interest in the role and helps you assess if the company is the right fit for you.
