City: Edinburgh
State/Province: Edinburgh
Country: United Kingdom
Department: PROFESSIONAL_SERVICES_CONSULTANCY
Date: Friday, January 3, 2025
Working time: Full-time
Ref#: 20033833
Job Level: 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 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.
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 with 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 and have the ability to work as a ‘Team Player’ in an ever-developing and growing team. It is essential that 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, and will be integral to mentoring and developing the 1st Line Engineers in assisting with escalated calls and professional support.
Key Responsibilities:
Provide level 2 support for key incidents and issues related to our clients.
Provide problem management and technical analysis.
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 identify risks to availability or performance.
Support the Service Desk 1st line team during exceptional busy periods to ensure call answering KPI’s are maintained.
Diagnose and resolve level 2 incidents aiming to meet response and resolution within predetermined SLA’s.
Provide onsite and remote desktop and server support.
Build rapport with all new and existing clients to develop positive working relationships.
Manage, update, and close tickets in the call queue.
Actively chase suppliers or resolution groups for incident resolution.
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.
Act as an incident escalation point within an ITIL Service Desk environment for 1st Line Engineers.
Ensure infrastructure is secure and meets security guidelines.
Mentor team members on best practices.
Ensure service processes for change, configuration, and problem management are adhered to at all times.
Be professional and courteous to colleagues and clients.
General Responsibilities:
Support colleagues to ensure they meet their objectives.
Support the Board of Directors and Management Team in delivering beneficial change.
Adhere to Xerox Equal Opportunities policy and promote equality of opportunity.
Be responsible for personal health and safety and that of colleagues.
Work in accordance with the Data Protection Act.
Undertake other duties as reasonably expected.
Provide a healthy working environment; smoking is prohibited except in designated areas.
Required Skills and Experience:
Good understanding of IT infrastructure.
Knowledge of desktop, server, printers, and storage hardware.
Knowledge of network devices and their roles.
Ability to plan, organize, and adapt to changing tasks.
Open to feedback and committed to self-development.
Team worker with a ‘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 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
Network cabling
Mitel Telephony
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.
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State/Province: Edinburgh
Country: United Kingdom
Department: PROFESSIONAL_SERVICES_CONSULTANCY
Date: Friday, January 3, 2025
Working time: Full-time
Ref#: 20033833
Job Level: 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 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.
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 with 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 and have the ability to work as a ‘Team Player’ in an ever-developing and growing team. It is essential that 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, and will be integral to mentoring and developing the 1st Line Engineers in assisting with escalated calls and professional support.
Key Responsibilities:
Provide level 2 support for key incidents and issues related to our clients.
Provide problem management and technical analysis.
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 identify risks to availability or performance.
Support the Service Desk 1st line team during exceptional busy periods to ensure call answering KPI’s are maintained.
Diagnose and resolve level 2 incidents aiming to meet response and resolution within predetermined SLA’s.
Provide onsite and remote desktop and server support.
Build rapport with all new and existing clients to develop positive working relationships.
Manage, update, and close tickets in the call queue.
Actively chase suppliers or resolution groups for incident resolution.
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.
Act as an incident escalation point within an ITIL Service Desk environment for 1st Line Engineers.
Ensure infrastructure is secure and meets security guidelines.
Mentor team members on best practices.
Ensure service processes for change, configuration, and problem management are adhered to at all times.
Be professional and courteous to colleagues and clients.
General Responsibilities:
Support colleagues to ensure they meet their objectives.
Support the Board of Directors and Management Team in delivering beneficial change.
Adhere to Xerox Equal Opportunities policy and promote equality of opportunity.
Be responsible for personal health and safety and that of colleagues.
Work in accordance with the Data Protection Act.
Undertake other duties as reasonably expected.
Provide a healthy working environment; smoking is prohibited except in designated areas.
Required Skills and Experience:
Good understanding of IT infrastructure.
Knowledge of desktop, server, printers, and storage hardware.
Knowledge of network devices and their roles.
Ability to plan, organize, and adapt to changing tasks.
Open to feedback and committed to self-development.
Team worker with a ‘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 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
Network cabling
Mitel Telephony
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.
#J-18808-Ljbffr
