Job Information
Xerox 1st Line Technical Analyst in Glasgow, United Kingdom
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
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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.
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