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- Tasks: Provide top-notch IT support and manage escalated technical issues for clients.
- Company: Join Xerox, a leader in innovative workplace technology with over 100 years of experience.
- Benefits: Enjoy a full-time role with opportunities for professional growth and development.
- Why this job: Be part of a dynamic team that values collaboration and client relationships in a tech-driven environment.
- Qualifications: Six years of IT support experience and proficiency in Microsoft technologies required.
- Other info: Hybrid working model available; must have a valid driver's license for potential travel.
The predicted salary is between 36000 - 60000 ÂŁ per year.
Xerox Edinburgh, Scotland, United Kingdom
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Xerox Edinburgh, Scotland, United Kingdom
1 day ago Be among the first 25 applicants
Join to apply for the IT Support Technician – 3rd Line role at Xerox
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 .
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 .
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 services 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 of 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 and 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
Seniority level
-
Seniority level
Mid-Senior level
Employment type
-
Employment type
Full-time
Job function
-
Job function
Information Technology
-
Industries
IT Services and IT Consulting, Software Development, and Retail Office Equipment
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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 set you apart from other candidates.
✨Tip Number 2
Network with current or former employees of Xerox IT Services on platforms like LinkedIn. Engaging with them can provide insights into the company culture and expectations, which can be invaluable during interviews.
✨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 part 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 your familiarity with technologies mentioned in the job description, such as VMWare, Microsoft Exchange, and network infrastructure.
Craft a Strong Cover Letter: Write a cover letter that specifically addresses the requirements of the 3rd Line IT Support Technician role. Mention your experience in handling escalated support calls and your ability to build rapport with clients.
Showcase Technical Skills: In your application, clearly list your technical skills and certifications, especially those that are required or nice-to-have for the position, like Microsoft MCP or ITIL foundation.
Highlight Communication Abilities: Since the role involves liaising with customers, emphasise your communication skills in both your CV and cover letter. Provide examples of how you've successfully communicated technical information to non-technical users.
How to prepare for a job interview at Xerox
✨Showcase Your Technical Skills
Be prepared to discuss your experience with specific technologies mentioned in the job description, such as VMWare, Windows Server, and Office 365. Highlight any relevant projects or challenges you've faced and how you resolved them.
✨Demonstrate Problem-Solving Abilities
Expect scenario-based questions that assess your troubleshooting skills. Practice articulating your thought process when diagnosing and resolving IT issues, as this will showcase your analytical skills and ability to work under pressure.
✨Communicate Effectively
Since the role involves liaising with clients, practice clear and concise communication. Be ready to explain technical concepts in layman's terms, demonstrating your ability to build rapport and ensure client satisfaction.
✨Prepare Questions for the Interviewers
Have a list of insightful questions ready to ask about the company culture, team dynamics, and expectations for the role. This shows your genuine interest in the position and helps you determine if it's the right fit for you.
