1st Line Technical Analyst

General Information

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City

Glasgow

State/Province

Strathclyde

Country

United Kingdom

Department

Technical Customer Services

Date

Friday, May 10, 2024

Working time

Full-time

Ref#

20032754

Job Level

Individual Contributor

Job Type

Experienced

Job Field

Technical Customer Services

Seniority Level

Associate

Description & Requirements

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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)

Job Summary:

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

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, and there is a shift pattern during the week of 9AM – 5PM.

The role always expects a proactive ‘team player’ mentality and professionalism.

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

• VCA, VCP, VCAP, VCIX, VCDX

• ITIL foundation

• IT related degree

• Mitel accreditation

• Any Managed Print solution accreditations

#LI-LL1

#LL-ONSITE

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 XeroxStaffingAdminCenter@xerox.com. Be sure to include your name, the job you are interested in, and the accommodation you are seeking.