Technical Analyst - 3rd Line - #1783967

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 the hybrid workplace of today and tomorrow. Today, Xerox is continuing its legacy of innovation to deliver client-centric and digitally-driven technology solutions and meet the needs of today’s global, distributed workforce. From the office to industrial environments, our differentiated business and technology offerings and financial services are essential workplace technology solutions that drive success for our clients. At Xerox, we make work, work. Learn more about us at www.xerox.com .

With more than 200 expert staff across nine UK locations, Xerox IT Services aims to help SME organisations work smarter. That means expertise in identifying and implementing appropriate technologies, combined with the ability to support those solutions to optimise a customer’s return on investment.

Xerox IT Services provides agile managed print, IT, VoIP and document capture technology, expertly deployed and supported for those smarter business outcomes.

About the role:

Technical Specialists play an integral role in providing a high-quality IT support services to our customers for the Glasgow, Scotland location. The primary function of the role is to act as a 3rd line engineer that takes ownership of escalated IT support calls, due to either their high technical or priority nature. The individual should be comfortable liaising with customers over the phone or email, possess a familiarity of Xerox IT clients and the ability to access all relevant support tools and information as required.

In addition to the above, Third Line Technical Analysts are expected to provide technical guidance, perform IT service requests, perform and approve IT change requests and be responsible for pro-active management of IT infrastructure through maintenance and monitoring. To perform the required function, it is essential an IT Third Line Technical Analyst has a high-level ability to work on network infrastructure topology and support.

Third Line Technical Analysts must have a good understanding and ability to work unsupervised on various technologies which may include: VMWare and Windows server infrastructure, MS Exchange, Office 365, SPAM Titan Email Relay, Citrix, Aruba WiFi, Veeam back-up management, NAS / SAN storage, firewalls, networking, Security audits and Webroot antivirus software.

Main duties include:

• Respond to client requests within support agreement targets
• Provide remote desktop and server support
• Point of escalation for Technical Analysts
• 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
• Call logging and regular feedback to the Service Desk Manager and Service Delivery Manager
  
  

General Skills & Knowledge:

• A high level understanding of IT and networks.
• Knowledge of desktop, servers, and their components
• Knowledge of network devices and their roles
• Ability to plan, organize and adapt to various job tasks
• Open to respond to feedback and committed to self-development
• Excellent communication
• Strong analytical skills
  
  

Experience & Qualifications:

Required:

• At least six years’ experience working in an IT support environment
• Proficiency in Microsoft MCP
  
  

Nice-to-have:

• Microsoft MCSA, MCSE, MCP
• Citrix
• CCA, CCP, CCE
• VMWare/HyperV
• VCA, VCP, VCAP, VCIX, VCDX
• ITIL foundation
• IT related degree
• Valid driver's license and access to own vehicle (possible travel in Edinburgh area)
  
  

Technical Skills:

Must have proficiency in:

• Microsoft Office
• Microsoft Windows client
• Microsoft Windows Server
• Active Directory
• DNS, DHCP
• Microsoft Exchange/Exchange Online
• Office 365
• Remote Desktop
• VMWare ESXi
• Server Clusters and SAN topology
• HP, Dell Server, SAN and network hardware
  
  

Nice-to-have:

• Mac desktop OSX
• Citrix XenDesktop and XenServer
• Veeam
• Nimble SANs
• SonicWALL routers