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For Companies At a Glance
- Tasks: Provide top-notch IT support, troubleshoot issues, and mentor junior team members.
- Company: Join Xerox, a century-old leader in innovative workplace technology solutions.
- Benefits: Enjoy a full-time role with opportunities for remote work and professional development.
- Why this job: Be part of a dynamic team that values collaboration and personal growth in tech.
- Qualifications: Must have 2+ years in IT support, strong communication skills, and technical know-how.
- Other info: Ideal for tech enthusiasts looking to make an impact in a supportive environment.
The predicted salary is between 30000 - 42000 £ per year.
As part of our continued expansion, Xerox IT Services requires an IT Support Technician. This hybrid role is located in Bristol. The primary function is to respond to and resolve customer IT support issues and requests received via telephone and email, as well as carry out maintenance tasks across the IT landscape, maintaining a high degree of professionalism. The support technician works onsite with the Xerox team at our client’s office in central Bristol (BS2 0HQ) initially full‑time Monday to Friday, with a shift pattern covering 08:00–18:30 and later hybrid working once inducted.
Main Duties
- Diagnose and resolve incidents, aiming to meet response and resolution within predetermined SLAs
- Manage, update and close tickets within the Service Management toolset in line with ITIL framework principles
- Actively chase suppliers or internal teams for resolution to incidents, service requests or problems
- Develop and maintain the Knowledge Base
- Ensure configuration documents are kept current
- Ensure service processes for change, configuration and problem management are adhered to at all times
- Be professional and courteous to colleagues and the clients
- Provide remote desktop support
- Build rapport with clients to develop positive working relationships
- Co‑operate 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
- Occasionally attend remote offices
- Comply with the client’s ISO27001 and Cyber Essentials Plus information security policies and procedures
Required Experience
- A good understanding of IT and networks
- Knowledge of desktop, server and printer hardware and their components
- Knowledge of network devices and their roles
- Knowledge of customer service principles and practices
- Knowledge of computers and relevant software applications
- Excellent customer facing, communication, interpersonal and presentation skills
- Strong analytical, logical and troubleshooting skills
Proficient in the use and support of
- Microsoft Office 365 including add‑ons
- Microsoft Windows client and server
- Microsoft Exchange
- Active Directory and Entra ID
- Anti‑virus
- DNS, DHCP
- Citrix
- Network cabling
- Remote Desktop
- Email Relay and anti‑spam
Desired Experience
- Experience in the legal environment and legal applications – Document Management Systems, Finance Systems, Time Recording, Case Management and Digital Dictation etc.
- Microsoft SCCM and Intune
- Collaboration tools (Microsoft Teams and Zoom)
- Mitel telephony
- Corporate wireless solutions
- iPhones and Mobile Device Management
- Managed Print solutions
- Web filtering
- ITIL foundation
- IT related degree
Dimensions and Future Opportunities
The client is a Top 100 UK law firm with over 900 IT users. Xerox IT Services in the UK is an ambitious and fast‑growing division of the Xerox Corporation, expanding in breadth, depth, and geography, including European expansion on the horizon.
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IT Support Technician - 2nd Line employer: Xerox
Contact Detail:
Xerox Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land IT Support Technician - 2nd Line
✨Tip Number 1
Familiarise yourself with the specific technologies mentioned in the job description, such as Microsoft Office 365, Active Directory, and network devices. Having hands-on experience or relevant certifications can significantly boost your confidence during interviews.
✨Tip Number 2
Practice your customer service skills, as this role requires excellent interpersonal communication. Consider role-playing scenarios where you handle difficult customer interactions to demonstrate your problem-solving abilities.
✨Tip Number 3
Network with current or former employees of Xerox or similar companies. Engaging with them on platforms like LinkedIn can provide insights into the company culture and expectations, which can be invaluable during your interview.
✨Tip Number 4
Prepare to discuss your previous experiences in IT support, particularly any instances where you successfully resolved complex issues or improved processes. This will showcase your analytical and troubleshooting skills, which are crucial for the role.
We think you need these skills to ace IT Support Technician - 2nd Line
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience and skills that align with the IT Support Technician role. Focus on your technical knowledge of network infrastructure, desktop support, and customer service experience.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for IT support and your ability to work in a team. Mention specific examples of how you've successfully resolved technical issues or improved processes in previous roles.
Highlight Relevant Skills: In your application, emphasise your proficiency in tools and technologies mentioned in the job description, such as Microsoft Office 365, Active Directory, and troubleshooting skills. This will demonstrate your suitability for the position.
Proofread Your Application: Before submitting, carefully proofread your CV and cover letter for any spelling or grammatical errors. A polished application reflects your attention to detail and professionalism, which are crucial in an IT support role.
How to prepare for a job interview at Xerox
✨Showcase Your Technical Knowledge
Make sure to brush up on your understanding of IT infrastructure, including desktop, server, and network devices. Be prepared to discuss specific technologies mentioned in the job description, such as Microsoft Office 365, Active Directory, and network protocols like DNS and DHCP.
✨Demonstrate Customer Service Skills
As an IT Support Technician, you'll be interacting with clients regularly. Prepare examples of how you've successfully handled customer queries or resolved issues in the past. Highlight your communication skills and ability to build rapport with clients.
✨Prepare for Scenario-Based Questions
Expect to face scenario-based questions that assess your problem-solving abilities. Think about common IT issues you’ve encountered and how you resolved them. This will show your analytical and troubleshooting skills, which are crucial for the role.
✨Emphasise Teamwork and Adaptability
The job requires working closely with a team and adapting to changing tasks. Be ready to share experiences where you collaborated effectively with colleagues or adapted to new challenges. This will demonstrate your 'can do' attitude and commitment to team success.