General Information
City: Edinburgh
State/Province: Edinburgh
Country: United Kingdom
Department: PROFESSIONAL_SERVICES_CONSULTANCY
Date: Friday, October 18, 2024
Working time: Full-time
Ref#: 20033833
Job Level: Individual Contributor
Job Type: 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. 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.
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 of 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. As well as have the ability to work as a ‘Team Player’ in and amongst an ever developing and growing team. In order to perform the required function, it is essential 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.
Key Responsibilities: Provide level 2 support for key incidents and issues related to our clients Provide problem management and technical analysis Maintain existing infrastructure systems 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 ensure that any risks to availability or performance are identified During exceptional busy period it may be necessary to support the Service Desk 1st line team to ensure the call answering KPI’s are maintained Act as an incident escalation point within an ITIL Service Desk environment for the 1st Line Engineers. Ensure service processes for change, configuration and problem management are adhered to at all times.
General Responsibilities: To support your colleagues, wherever practicable, to ensure they meet their objectives. To adhere to Xerox Equal Opportunities policy in all activities, and to actively promote equality of opportunity wherever possible. To be responsible for your own health and safety and that of your colleagues, in accordance with the Health and Safety at Work Act (1974) and relevant EC directives. To work in accordance with the Data Protection Act and to ensure that all new systems are reported to your Data Protection Controller. To undertake such other duties as may be reasonably expected.
Required Skills and Experience: Good understanding of IT infrastructure Knowledge of desktop, server, printers and storage hardware and their components Knowledge of network devices and their roles Strong verbal and written communication skills At least two years’ experience working in a customer facing IT support environment
Proficient in the use and support of: Microsoft Office 365 Microsoft Windows client Active Directory DNS, DHCP Remote Desktop
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 or expression, 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 https://www.xerox.com/en-us/jobs/diversity and explore our commitment to diversity and inclusion!
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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. 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.
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 of 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. As well as have the ability to work as a ‘Team Player’ in and amongst an ever developing and growing team. In order to perform the required function, it is essential 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.
Key Responsibilities: Provide level 2 support for key incidents and issues related to our clients Provide problem management and technical analysis Maintain existing infrastructure systems 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 ensure that any risks to availability or performance are identified During exceptional busy period it may be necessary to support the Service Desk 1st line team to ensure the call answering KPI’s are maintained Act as an incident escalation point within an ITIL Service Desk environment for the 1st Line Engineers. Ensure service processes for change, configuration and problem management are adhered to at all times.
General Responsibilities: To support your colleagues, wherever practicable, to ensure they meet their objectives. To adhere to Xerox Equal Opportunities policy in all activities, and to actively promote equality of opportunity wherever possible. To be responsible for your own health and safety and that of your colleagues, in accordance with the Health and Safety at Work Act (1974) and relevant EC directives. To work in accordance with the Data Protection Act and to ensure that all new systems are reported to your Data Protection Controller. To undertake such other duties as may be reasonably expected.
Required Skills and Experience: Good understanding of IT infrastructure Knowledge of desktop, server, printers and storage hardware and their components Knowledge of network devices and their roles Strong verbal and written communication skills At least two years’ experience working in a customer facing IT support environment
Proficient in the use and support of: Microsoft Office 365 Microsoft Windows client Active Directory DNS, DHCP Remote Desktop
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 or expression, 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 https://www.xerox.com/en-us/jobs/diversity and explore our commitment to diversity and inclusion!
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