2nd Line Technical Analyst

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.

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.

Additional Responsibilities

• 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 periods it may be necessary to support the Service Desk 1st line team to ensure the call answering KPI’s are maintained

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‑operate 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 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, organise 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, Remote Desktop, Citrix XenDesktop and XenServer, VMWare ESXi, Email Relay and antispam, Veeam, Sonicwall routers, Dell and HP server and network hardware, Managed print solutions, Hosted Telephone systems

Desired Skills and Experience

• Experience supporting clients in a legal environment
• MCSA, MCSE
• Citrix CCA, CCP, CCE
• VMWare VCA, VCP, VCAP, VCIX, VCDX
• ITIL foundation
• IT related degree
• Mitel accreditation