2nd Line Technical Analyst
Xerox
General Information City Nuneaton State/Province Warwickshire Country United Kingdom Department PROFESSIONAL_SERVICES_CONSULTANCY Date Tuesday, August 5, 2025 Working time Full-time Ref# 20036181 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 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 .
Job Summary
As part of our continued expansion, Xerox IT Services require a 2nd line Support Analyst to join our client focused team aligned with our client. The primary focus of the 2nd line support Analyst is to be a key contributor in the ongoing support to critical platforms that underpin the client’s use of applications & services. Technical Service Desk Analysts will be expected to communicate effectively over our customer chat engagement portal with end users as well as provide excellent over the phone IT Support. The Technical Service Desk Analyst will play a crucial role in contributing and evolving our client’s experience of the overall IT Service, by being the first point of contact for all IT Support related queries.
Main Duties
Provide level 2 support for key incidents and service requestsMaintain existing ticket detailsKeep the end user up to date on the progress of their ticketPerform troubleshooting & root cause analysis documentationProactively look to develop existing solutions to improve resiliency, availability, and performanceWork with the Service Delivery Manager to ensure we are delivering the best customer serviceDevelop and Maintain Knowledge Base articlesVisit other client offices when required to assist in projects works, perform a service request, or progress the resolution of an incidentAssist end users in educating them in the use of IT equipment and applications
General Responsibilities
As part of the dedicated client team for IT Services you will be expected to participate fully in:Actively chase suppliers or resolution groups for resolution to incidents or problems Maintain and monitor system and infrastructure performance across the stackProvide infrastructure forecasting reports to pre-empt performance / capacity bottlenecksProactively identify areas for improvement in conjunction with the Enterprise Service Delivery ManagerDevelop operational run books and knowledge base information Proactively work with the client as a part of an extended technical teamWork as part of a team to implement/design new solutionsWorking with 3rd line resources across ITEC to resolve or escalate problemsDevelop & document standards for automation, standardisation & optimisation in all service as part of best practice to optimise workflows and cost efficiencyIdentify new technologies with the Technical Design Authority that could contribute to the client’s technology roadmapEnsure infrastructure is secure and meets security guidelinesDevelop and maintain run books. Ensure configuration documents are up to dateEnsure service processes for change, configuration and problem management are always adhered toRaise Change Requests and attend Change Advisory Board where neededBe professional and courteous to colleagues and the clientsVisit datacentre and branch offices to perform site audits
Qualifications
At least two years' experience working in a customer facing IT support environment A good understanding of IT infrastructureKnowledge of desktop, server, printers and storage hardware and their components Knowledge of network devices and their roles Proficient in the use and support of: Microsoft Office, Microsoft Windows client, Microsoft Windows Server, Active Directory, DNS, DHCP, Printer Hardware, Network cabling, Mitel Telephony, LanSweeper (CMDb), SCCM (Patch Management), Ticket Systems, Mac desktop OSX, Microsoft Exchange, Office 365, Remote Desktop, Citrix XenDesktop and XenServer, VMWare ESXi, Email Relay and antispam, Veeam, Managed print solutions, Hosted Telephone systemsAbility to plan, organize and adapt to changing job tasks within own role Team worker and 'can do' attitude Excellent customer facing, communication, interpersonal and presentation skills Strong analytical, logical, and troubleshooting skills Strong verbal and written communication skills MCSA, MCSE, Citrix, CCA, CCP, CCE, VMWare, VCA, VCP, VCAP, VCIX, VCDX, ITIL foundation
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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 .
Job Summary
As part of our continued expansion, Xerox IT Services require a 2nd line Support Analyst to join our client focused team aligned with our client. The primary focus of the 2nd line support Analyst is to be a key contributor in the ongoing support to critical platforms that underpin the client’s use of applications & services. Technical Service Desk Analysts will be expected to communicate effectively over our customer chat engagement portal with end users as well as provide excellent over the phone IT Support. The Technical Service Desk Analyst will play a crucial role in contributing and evolving our client’s experience of the overall IT Service, by being the first point of contact for all IT Support related queries.
Main Duties
Provide level 2 support for key incidents and service requestsMaintain existing ticket detailsKeep the end user up to date on the progress of their ticketPerform troubleshooting & root cause analysis documentationProactively look to develop existing solutions to improve resiliency, availability, and performanceWork with the Service Delivery Manager to ensure we are delivering the best customer serviceDevelop and Maintain Knowledge Base articlesVisit other client offices when required to assist in projects works, perform a service request, or progress the resolution of an incidentAssist end users in educating them in the use of IT equipment and applications
General Responsibilities
As part of the dedicated client team for IT Services you will be expected to participate fully in:Actively chase suppliers or resolution groups for resolution to incidents or problems Maintain and monitor system and infrastructure performance across the stackProvide infrastructure forecasting reports to pre-empt performance / capacity bottlenecksProactively identify areas for improvement in conjunction with the Enterprise Service Delivery ManagerDevelop operational run books and knowledge base information Proactively work with the client as a part of an extended technical teamWork as part of a team to implement/design new solutionsWorking with 3rd line resources across ITEC to resolve or escalate problemsDevelop & document standards for automation, standardisation & optimisation in all service as part of best practice to optimise workflows and cost efficiencyIdentify new technologies with the Technical Design Authority that could contribute to the client’s technology roadmapEnsure infrastructure is secure and meets security guidelinesDevelop and maintain run books. Ensure configuration documents are up to dateEnsure service processes for change, configuration and problem management are always adhered toRaise Change Requests and attend Change Advisory Board where neededBe professional and courteous to colleagues and the clientsVisit datacentre and branch offices to perform site audits
Qualifications
At least two years' experience working in a customer facing IT support environment A good understanding of IT infrastructureKnowledge of desktop, server, printers and storage hardware and their components Knowledge of network devices and their roles Proficient in the use and support of: Microsoft Office, Microsoft Windows client, Microsoft Windows Server, Active Directory, DNS, DHCP, Printer Hardware, Network cabling, Mitel Telephony, LanSweeper (CMDb), SCCM (Patch Management), Ticket Systems, Mac desktop OSX, Microsoft Exchange, Office 365, Remote Desktop, Citrix XenDesktop and XenServer, VMWare ESXi, Email Relay and antispam, Veeam, Managed print solutions, Hosted Telephone systemsAbility to plan, organize and adapt to changing job tasks within own role Team worker and 'can do' attitude Excellent customer facing, communication, interpersonal and presentation skills Strong analytical, logical, and troubleshooting skills Strong verbal and written communication skills MCSA, MCSE, Citrix, CCA, CCP, CCE, VMWare, VCA, VCP, VCAP, VCIX, VCDX, ITIL foundation
#LI-ZD1#LI-ONSITE
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