At a Glance
- Tasks: Provide 2nd line IT support and troubleshoot technical issues for clients.
- Company: Join Xerox, a leader in innovative workplace technology for over 100 years.
- Benefits: Enjoy a full-time role with opportunities for growth and development.
- Other info: Opportunity to work on diverse projects and mentor team members.
- Why this job: Be part of a dynamic team enhancing client experiences in a tech-driven environment.
- Qualifications: IT degree and 2+ years in customer-facing IT support 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.
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: Xerox
Xerox Holdings Corporation is an exceptional employer, offering a dynamic work environment in Bristol that fosters innovation and collaboration. As a 1st Line Technical Analyst, you'll benefit from a hybrid work model, comprehensive training, and opportunities for professional growth within a supportive team of IT professionals. With a commitment to employee development and a focus on delivering client-centric solutions, Xerox provides a rewarding career path in the ever-evolving tech landscape.
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 Windows Server, Active Directory, and VMWare. Having hands-on experience or relevant certifications can significantly boost your confidence during interviews.
✨Tip Number 2
Practice your communication skills, especially in a customer service context. Since the role involves interacting with end users, being able to explain technical issues in simple terms will set you apart from other candidates.
✨Tip Number 3
Network with current or former employees of Xerox or similar companies. They can provide insights into the company culture and the expectations for the 2nd Line Technical Analyst role, which can help you tailor your approach.
✨Tip Number 4
Prepare for scenario-based questions that assess your troubleshooting skills. Think of examples from your past experiences where you successfully resolved IT issues, as these will demonstrate your problem-solving abilities effectively.
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 IT support, particularly any roles where you've provided customer-facing support. Emphasise your technical skills, especially those mentioned in the job description like Microsoft Office, Active Directory, and troubleshooting.
Craft a Strong Cover Letter:In your cover letter, express your enthusiasm for the role and the company. Mention specific experiences that demonstrate your ability to provide excellent customer service and technical support, as well as your problem-solving skills.
Showcase Relevant Qualifications:If you have any certifications such as MCSA, MCSE, or ITIL, make sure to include them prominently in your application. These qualifications are highly relevant to the role and can set you apart from other candidates.
Prepare for Technical Questions:Be ready to discuss your technical knowledge and experience during the interview process. Brush up on key concepts related to IT infrastructure, network devices, and troubleshooting techniques, as these may come up in discussions.
How to prepare for a job interview at Xerox
✨Know Your Technical Stuff
Make sure you're well-versed in the technologies mentioned in the job description. Brush up on your knowledge of Microsoft Office, Windows Server, Active Directory, and other relevant tools. Be prepared to discuss your experience with these technologies in detail.
✨Demonstrate Customer Service Skills
As a 2nd Line Technical Analyst, you'll be interacting with clients regularly. Prepare examples of how you've provided excellent customer service in previous roles. Highlight your communication skills and ability to troubleshoot issues effectively.
✨Showcase Problem-Solving Abilities
Be ready to discuss specific incidents where you successfully resolved technical issues. Use the STAR method (Situation, Task, Action, Result) to structure your answers and demonstrate your analytical and logical thinking skills.
✨Ask Insightful Questions
Prepare thoughtful questions about the company culture, team dynamics, and the specific challenges the IT Services team is facing. This shows your genuine interest in the role and helps you assess if it's the right fit for you.
