2nd Line Technical Analyst

2nd Line Technical Analyst

OVERVIEW

As part of our continued expansion, Xerox IT Services requires an IT Support Technician. The primary function of the role is to respond to and resolve customer IT support issues and requests received via telephone and email, as well as to carry out maintenance tasks across the IT landscape. This is carried out in a polite and efficient manner with a high degree of professionalism as expected by our clients.

When necessary, issues and requests are directed to other departments within Xerox or to third parties. The Support Technician provides them with as much information as is required to ensure their response is prompt and relevant, and they maintain ownership until a satisfactory resolution is reached.

PRIMARY RESPONSIBILITIES:

• Diagnose and resolve incidents and aim to meet response and resolution within predetermined SLAs
• Manage, update and close tickets within the Service Management toolset in line with ITIL framework principles
• Actively chase suppliers or internal teams for resolution to incidents, service requests or problems
• Ensure configuration documents are kept current
• 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 support and occasionally attend remote offices
• Build rapport with clients to develop positive working relationships
• Co-operation to promote the development of the team and the success of the company as a whole
• Ticket logging, escalating and regular feedback to the Service Desk Lead.
• Comply with the client’s ISO27001 and Cyber Essentials Plus information security policies and procedures

REQUIRED QUALIFICATIONS:

• 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 applications
• Excellent customer facing, communication, interpersonal and presentation skills
• Strong analytical, logical and troubleshooting skills
• Managing customer interactions and resolution progress in a ticket management system

TECHNICAL KNOWLEDGE:

• Microsoft Office 365 including add-ons
• Microsoft Windows client and server
• Microsoft Exchange
• Active Directory and Entra ID
• Anit-virus
• Basic hardware fault diagnosis
• Basic networking; DNS and DHCP
• Network cabling
• Working with virtual desktop environments

DESIRED EXPERIENCE:

• Experience in the legal environment and legal applications - Document Management Systems, Finance Systems, Time Recording, Case Management and Digital Dictation etc.
• Microsoft Intune
• Mimecast
• Corporate WiFi
• iPhones and Apple Business Manager
• Managed Print solutions
• ITIL foundation
• Post-16 education qualification in Information Technology