2nd Line Technical Analyst in Bristol

Date Tuesday, September 29, 2026 Job Level Individual Contributor Seniority Level Associate Description & Requirements About Xerox Holdings CorporationFor 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 .OVERVIEW:As part of our continued expansion, Xerox IT Services requires an IT Support Technician. 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 as much information as is required to ensure their response is prompt and relevant, and they maintain ownership until a satisfactory resolution is reached. PRIMARY RESPONSIBILITIES: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 principlesActively chase suppliers or internal teams for resolution to incidents, service requests or problemsEnsure configuration documents are kept currentEnsure service processes for change, configuration and problem management are adhered to at all timesBe professional and courteous to colleagues and the clientsProvide remote desktop support and occasionally attend remote offices Build rapport with clients to develop positive working relationships Co-operation 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.Comply with the client’s ISO27001 and Cyber Essentials Plus information security policies and proceduresREQUIRED QUALIFICATIONS:A good understanding of IT and networksKnowledge of desktop, server and printer hardware and their components Knowledge of network devices and their roles Knowledge of customer service principles and practicesKnowledge of computers and relevant software applications Excellent customer facing, communication, interpersonal and presentation skillsStrong analytical, logical and troubleshooting skillsManaging customer interactions and resolution progress in a ticket management systemTECHNICAL KNOWLEDGE:Microsoft Office 365 including add-onsMicrosoft Windows client and serverMicrosoft Exchange Active Directory and Entra IDAnit-virusBasic hardware fault diagnosisBasic networking; DNS and DHCPNetwork cablingWorking with virtual desktop environmentsDESIRED EXPERIENCE:Experience in the legal environment and legal applications - Document Management Systems, Finance Systems, Time Recording, Case Management and Digital Dictation etc.Microsoft IntuneMimecastCorporate WiFiiPhones and Apple Business ManagerManaged Print solutionsITIL foundationPost-16 education qualification in Information Technology#LI-CB1#LI-HYBRID