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For Companies At a Glance
- Tasks: Provide top-notch IT support and manage escalated technical issues for clients.
- Company: Join Xerox, a century-old leader in workplace technology and innovation.
- Benefits: Enjoy flexible working options and a collaborative team environment.
- Why this job: Be part of a dynamic team that values your input and fosters growth.
- Qualifications: Six years of IT support experience and proficiency in Microsoft technologies required.
- Other info: Opportunity for travel within the Edinburgh area; hybrid work model available.
The predicted salary is between 36000 - 60000 £ 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.
With more than 200 expert staff across nine UK locations, Xerox IT Services aims to help SME organisations work smarter. That means expertise in identifying and implementing appropriate technologies, combined with the ability to support those solutions to optimise a customer’s return on investment. Xerox IT Services provides agile managed print, IT, VoIP and document capture technology, expertly deployed and supported for those smarter business outcomes.
About the role:
Technical Specialists play an integral role in providing a high-quality IT support service 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 a 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 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
Main duties include:
- 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
- Excellent communication
- 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
Nice-to-have:
- Mac desktop OSX
- Citrix XenDesktop and XenServer
- Veeam
- Nimble SANs
- SonicWALL routers
IT Support Technician - 3rd Line employer: Xerox
Contact Detail:
Xerox Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land IT Support Technician - 3rd Line
✨Tip Number 1
Familiarise yourself with the specific technologies mentioned in the job description, such as VMWare, Microsoft Exchange, and Office 365. Having hands-on experience or relevant certifications can significantly boost your confidence during interviews.
✨Tip Number 2
Network with current or former employees of Xerox or similar companies. Engaging with them on platforms like LinkedIn can provide you with insider knowledge about the company culture and expectations for the IT Support Technician role.
✨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 support technician.
✨Tip Number 4
Showcase your communication skills by practicing how you would explain technical concepts to non-technical clients. This is crucial for building rapport and ensuring effective support, which is a key aspect of the role.
We think you need these skills to ace IT Support Technician - 3rd Line
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in IT support, particularly focusing on 3rd line support roles. Include specific technologies you've worked with, such as VMWare, Microsoft Exchange, and networking skills.
Craft a Strong Cover Letter: In your cover letter, express your enthusiasm for the role at Xerox and explain how your background aligns with their needs. Mention your experience in managing client networks and your ability to work independently.
Showcase Technical Skills: Clearly list your technical qualifications and certifications, such as MCP or MCSA, in your application. Highlight any experience with tools mentioned in the job description, like Office 365 and Veeam.
Prepare for Potential Questions: Think about common interview questions related to IT support scenarios. Be ready to discuss how you would handle escalated support calls and provide examples of past experiences where you successfully resolved complex issues.
How to prepare for a job interview at Xerox
✨Know Your Technical Stuff
Make sure you brush up on your knowledge of the technologies mentioned in the job description, such as VMWare, Windows Server, and Office 365. Be prepared to discuss your experience with these systems and any troubleshooting you've done.
✨Demonstrate Problem-Solving Skills
During the interview, be ready to showcase your analytical skills. You might be asked to solve a hypothetical technical issue, so think through your problem-solving process and explain it clearly.
✨Showcase Communication Skills
As an IT Support Technician, you'll need to communicate effectively with clients. Practice explaining complex technical concepts in simple terms, and be prepared to discuss how you've built rapport with clients in the past.
✨Ask Insightful Questions
Prepare some thoughtful questions about the company and the role. This shows your interest and helps you understand if the company culture aligns with your values. Consider asking about their approach to IT support and how they measure success.
