Find a job 
Featured Companies 
Featured Universities 
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.
City: Edinburgh
State/Province: Edinburgh
Country: Scotland, United Kingdom
Department: Professional Services Consultancy
Date: Full-time
Ref#: 20035939
Job Level: Experienced
Job Field: Professional Services Consultancy
Seniority Level: Associate
About the role:
Technical Specialists play an integral role in providing high-quality IT support services 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 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 that 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
Technical Analyst - 3rd Line employer: Xerox Corporation
Contact Detail:
Xerox Corporation Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Technical Analyst - 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, especially those in similar roles. They can provide valuable insights into the company culture and expectations, which can help you tailor your approach during interviews.
✨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 engineer.
✨Tip Number 4
Show your enthusiasm for continuous learning and self-development. Mention any recent courses or certifications you've pursued that relate to the role, as this reflects your commitment to staying updated in the fast-evolving tech landscape.
We think you need these skills to ace Technical Analyst - 3rd Line
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in IT support, particularly in 3rd line roles. Emphasise your familiarity with technologies mentioned in the job description, such as VMWare, Microsoft Exchange, and networking.
Craft a Strong Cover Letter: In your cover letter, explain why you are a great fit for the Technical Analyst position. Mention specific experiences that demonstrate your problem-solving skills and ability to manage escalated IT support calls.
Showcase Your Technical Skills: Clearly list your technical qualifications and certifications, such as Microsoft MCP or any relevant ITIL certifications. This will help demonstrate your expertise and commitment to the field.
Prepare for Potential Questions: Think about common interview questions related to IT support and be ready to discuss your past experiences. Consider scenarios where you successfully resolved complex technical issues or improved client relationships.
How to prepare for a job interview at Xerox Corporation
✨Know Your Technical Stuff
Make sure you brush up on your knowledge of network infrastructure, VMWare, Windows Server, and other technologies mentioned in the job description. Be prepared to discuss your experience with these systems in detail.
✨Showcase Your Problem-Solving Skills
As a 3rd Line Technical Analyst, you'll need to demonstrate your ability to troubleshoot complex issues. Prepare examples of past challenges you've faced and how you resolved them, highlighting your analytical skills.
✨Communicate Clearly
Since you'll be liaising with clients, practice explaining technical concepts in simple terms. Good communication is key, so be ready to showcase your ability to build rapport and explain solutions effectively.
✨Be Ready for Scenario Questions
Expect scenario-based questions that test your technical knowledge and customer service skills. Think about how you would handle specific situations, such as escalated support calls or managing client expectations.
