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- Tasks: Provide top-notch IT support, troubleshoot issues, and assist clients daily.
- Company: Join Xerox, a century-old leader in innovative workplace technology solutions.
- Benefits: Enjoy a full-time role with opportunities for growth and development.
- Why this job: Be part of a dynamic team, enhance your tech skills, and make a real impact.
- Qualifications: Must have 2+ years in IT support, strong communication skills, and a 'can do' attitude.
- Other info: On-site role in Edinburgh; perfect for tech enthusiasts looking to grow their career.
The predicted salary is between 30000 - 42000 £ per year.
General Information
City: Edinburgh
State/Province: Edinburgh
Country: United Kingdom
Department: Professional Services Consultancy
Date: Tuesday, May 27, 2025
Working time: Full-time
Ref#: 20035891
Job Level: Individual Contributor
Job Type: Experienced
Job Field: Professional Services Consultancy
Seniority Level: Associate
Description & Requirements
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 daily in Edinburgh. 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, this person will be integral to the mentoring and developing of the 1st Line Engineers in assisting with escalated calls and professional support.
The Technical Analyst will also be expected to:
- 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 KPIs are maintained
Key Responsibilities:
- Diagnose and resolve level 2 incidents and aim to meet response and resolution within predetermined SLAs
- 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 KPIs 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
- Work with 2nd line resources across the organisation to resolve or escalate 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, organize 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
IT Support Technician employer: Xerox
Contact Detail:
Xerox Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land IT Support Technician
✨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 IT support calls to demonstrate your problem-solving abilities and calm demeanour.
✨Tip Number 3
Network with current or former employees of Xerox or similar companies. They can provide insights into the company culture and expectations, which can help you tailor your approach during the interview process.
✨Tip Number 4
Prepare examples from your past experiences that showcase your ability to work as part of a team and mentor others. Highlighting these skills will align well with the job's emphasis on teamwork and development within the service desk environment.
We think you need these skills to ace IT Support Technician
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in IT support, particularly any roles where you've provided customer-facing support. Emphasise your technical skills, especially those mentioned in the job description like Microsoft Office 365, Active Directory, and troubleshooting.
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 specific experiences that demonstrate your ability to provide high-quality support and work as part of a team.
Showcase Your Technical Skills: Be sure to include any certifications or training you have that are relevant to the position, such as MCSA or ITIL foundation. Highlight your familiarity with network infrastructure and any specific technologies listed in the job description.
Proofread Your Application: Before submitting, carefully proofread your application materials for spelling and grammatical errors. A polished application reflects your attention to detail, which is crucial in an IT support role.
How to prepare for a job interview at Xerox
✨Know Your Technical Stuff
Make sure you brush up on your knowledge of IT infrastructure, desktop and server support, and network devices. Be prepared to discuss specific technologies like Microsoft Office 365, Active Directory, and any relevant certifications you hold.
✨Show Off Your Customer Service Skills
Since this role involves a lot of client interaction, be ready to share examples of how you've successfully handled customer queries or issues in the past. Highlight your communication skills and ability to build rapport with clients.
✨Demonstrate Team Spirit
This position requires working closely with others, so be prepared to talk about your experience as a team player. Share instances where you've collaborated with colleagues to solve problems or improve processes.
✨Prepare for Scenario Questions
Expect to face scenario-based questions that assess your problem-solving abilities. Think of examples where you've diagnosed and resolved IT incidents, and be ready to explain your thought process during those situations.
