1st Line Technical Analyst

　　General Information

　　Press space or enter keys to toggle section visibility

　　City

　　Bristol

　　State/Province

　　Bristol

　　Country

　　United Kingdom

　　Department

　　Technical Customer Services

　　Date

　　Thursday, January 18, 2024

　　Working time

　　Full-time

　　Ref#

　　20032200

　　Job Level

　　Individual Contributor

　　Job Type

　　Experienced

　　Job Field

　　Technical Customer Services

　　Seniority Level

　　Associate

　　Description & Requirement

　　Press space or enter keys to toggle section visibility

　　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 today’s workforce. From the office to industrial environments, our differentiated business solutions and financial services are designed to make every day work better for clients — no matter where that work is being done. Today, Xerox scientists and engineers are continuing our legacy of innovation with disruptive technologies in digital transformation, augmented reality, robotic process automation, additive manufacturing, Industrial Internet of Things and cleantech. Learn more at www.xerox.com and explore our commitment to diversity and inclusion. (https://www.xerox.com/en-us/jobs/diversity)

　　About Xerox IT Services:

　　Xerox IT Services in the UK is part of the Global Xerox IT Services Team and serves the customers of Xerox Direct and its Acquired Companies in the UK.

　　We offer a comprehensive portfolio that includes Managed IT Services, Infrastructure and Networking, Data Centre deployment, Cloud services, End User Compute hardware and Security specialisms.

　　A team of 150 IT professionals make up the UK IT Services team.

　　Our vision is to continue to offer locally delivered and tailored IT Support and Professional Services engagements to our customers and grow our UK business both organically and through acquisition

　　Job Summary:

　　As part of our continued expansion, Xerox IT Services requires an office-based 1st Line Technical Analyst.

　　The primary function of the role is to respond to and resolve escalated customer IT support calls and maintenance tasks in a polite and efficient manner. And provide an efficient, professional Service to customers.

　　The role entails exposure from small to large IT environments, and from on-premise server environments, to cloud hosted virtual server clusters. In addition to handling incidents, problems, service and change requests. Monitoring and maintenance tasks, the individual will have the opportunity to work with the infrastructure project team. Xerox installs and maintains technologies provided by SonicWALL, Microsoft, VMWare, Citrix and Aruba to name but a few.

　　Direct calls to appropriate department/individual, providing them with as much information as is necessary to ensure their response is correct and relevant.

　　This person must have the ability to work as part of a team, in person daily (Monday - Friday) at our office in Bristol, BS14 0BL.

　　Main Duties:

　　Diagnose and resolve level 1 incidents and aim to meet response and resolution within predetermined SLA’s

　　Manage, update and close tickets in the 1st line call queue

　　Actively chase suppliers or resolution groups for resolution to incidents or problems.

　　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

　　Be professional and courteous to colleagues and the clients

　　Provide remote desktop and server support

　　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

　　Ticket logging, escalating and regular feedback to the Team Leader and Service Desk Manager

　　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 application keyboard skills

　　Excellent customer facing, communication, interpersonal and presentation skills

　　Strong analytical, logical and troubleshooting skills

　　Proficient in the use and support of:

　　Microsoft Office

　　Microsoft Windows client

　　Microsoft Windows Server

　　Active Directory

　　DNS, DHCP

　　Printer Hardware

　　Network cabling

　　Microsoft Exchange

　　Office 365

　　Remote Desktop

　　Email Relay and antispam

　　Desired Experience:

　　Proficient in the use and support of:

　　Mac desktop OSX

　　Citrix XenDesktop and XenServer

　　VMWare ESXi

　　Veeam

　　SonicWALL routers

　　Dell and HP server and network hardware

　　Microsoft

　　MCSA, MCSE

　　Citrix

　　CCA, CCP, CCE

　　VMWare

　　VCA, VCP, VCAP, VCIX, VCDX

　　ITIL foundation

　　IT related degree

　　Mitel accreditation

　　Any Managed Print solution accreditations

　　Dimensions and Future Opportunities:

　　Xerox IT Services in the UK is an ambitious and fast-growing division of the Xerox Corporation.

　　We are growing in terms of breadth and depth of services, as well as in terms of geographical reach – with European expansion on the horizon.

　　The competitiveness of our hardware and software offerings and our ability to form a close and effective partnership with our Vendors is key to maintaining strong sales engagement from our sales channels.

　　This role will be crucial in informing the architectural team of the integrity and vision of the future development of the infrastructure.

　　#LI-ONSITE

　　#LI-LL1

　　Xerox is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, creed, religion, ancestry, national origin, age, gender identity, sex, marital status, sexual orientation, physical or mental disability, use of a guide dog or service animal, military/veteran status, citizenship status, basis of genetic information, or any other group protected by law. Learn more at www.xerox.com and explore our commitment to diversity and inclusion: https://www.xerox.com/en-us/jobs/diversity People with disabilities who need a reasonable accommodation to apply or compete for employment with Xerox may request such accommodation(s) by sending an e-mail to [email protected]. Be sure to include your name, the job you are interested in, and the accommodation you are seeking.