2nd Line Technical Analyst

　　General Information

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　　City

　　Bristol

　　State/Province

　　Bristol

　　Country

　　United Kingdom

　　Department

　　Presales & Implementation

　　Date

　　Friday, January 19, 2024

　　Working time

　　Full-time

　　Ref#

　　20032175

　　Job Level

　　Individual Contributor

　　Job Type

　　Experienced

　　Job Field

　　Presales & Implementation

　　Seniority Level

　　Associate

　　Description & Requirement

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　　About Xerox Holdings Corporation

　　At Xerox, we make work, work! For more than 100 years, Xerox has continually redefined the workplace experience. 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.

　　Learn more at www.xerox.com and explore our commitment to diversity, inclusion and belonging. (https://www.xerox.com/en-us/jobs/diversity)

　　Job Summary:

　　As part of our continued expansion, Xerox IT Services requires an 2nd line service desk analyst to join our Client focus team.

　　The primary focus of the role is to ensure that we are maximising value from our service desk function, This will involve this will involve providing high standard 2nd Line support. Driving Service continuity across the desk in terms of process & Knowledge base development. Closing service requests and driving down incidents.

　　The role demands a detailed understanding of Microsoft Windows 7 to 11, Fundamentals of Microsoft Windows Server 2012 and above. Managing roles such as DHCP,DNS,Active Directory, Citrix User Sessions, Application support for Bighand, iManage, Adobe Acrobat, MS Outlook & Office suite, MS Intune, Blackberry MDM.

　　Main Duties:

　　Remote installation of end-user hardware.

　　Physical Network Patching

　　Co-ordinate with Client to order the relevant hardware for end users.

　　Provide 1st & 2nd Line Support

　　Provide onsite and remote desktop and server support

　　Build rapport with end-users and develop positive working relationships

　　Manage and update Incident & Service Requests in queue

　　Develop and Maintain Knowledge Base articles

　　General Responsibilities:

　　As part of the dedicated client team for IT Services you will be expected to participate fully in:

　　Support Colleagues wherever practicable to ensure they meet their objectives

　　To support the management team in delivery change that benefits the business as a whole

　　To work in accordance with the Data protection act and to ensure that all new systems are reported to your line manager.

　　To undertake such other duties as may be expected

　　Adhere to and monitor Employee Health and Safety, Equal Opportunities, Anti-Corruption, Information Security, and such other relevant policies as are in place from time to time

　　Working Relationships with 1st & 2nd Line Engineers, Service Desk Team Leader, IT Service Delivery Manager, Desk Side Support Engineers, Infrastructure Technical Specialists, HR Department

　　Qualifications:

　　IT related degree

　　At least two years' experience working in a customer facing IT support environment

　　Bid Management and Project Management

　　Managing a Team in vendor management / sales order processing / inventory control

　　A good understanding of IT infrastructure

　　Knowledge of desktop, server, printers and storage hardware and their components

　　Knowledge of network devices and their roles

　　Proficient in the use and support of: Microsoft Office, Microsoft Windows client, Microsoft Windows Server, Active Directory, DNS, DHCP, Printer Hardware, Network cabling, Mitel Telephony, LanSweeper (CMDb), SCCM (Patch Management), Ticket Systems, Mac desktop OSX, Microsoft Exchange, Office 365, Remote Desktop, Citrix XenDesktop and XenServer, VMWare ESXi, Email Relay and antispam, Veeam, Managed print solutions, Hosted Telephone systems

　　Ability to plan, organize and adapt to changing job tasks within own role

　　Team worker and 'can do' attitude

　　Excellent customer facing, communication, interpersonal and presentation skills

　　Strong analytical, logical, and troubleshooting skills

　　Strong verbal and written communication skills

　　MCSA, MCSE, Citrix, CCA, CCP, CCE, VMWare, VCA, VCP, VCAP, VCIX, VCDX, ITIL foundation

　　#LI-LL1

　　#LI-HYBRID

　　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.