IT Support Technician General Information Press space or enter keys to toggle section visibility City Edinburgh State/Province Edinburgh Country United Kingdom Department PROFESSIONALSERVICESCONSULTANCY Date Tuesday, May 27, 2025 Working time Full-time Ref 20035891 Job Level Individual Contributor Job Type Experienced Job Field PROFESSIONALSERVICESCONSULTANCY Seniority Level Associate Description & Requirements Press space or enter keys to toggle section visibility 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: The Technical Analyst provides high-quality Level 2 IT support for Xerox clients, with a focus on resolving desktop, server, and infrastructure issues. This is a fully onsite role based in Edinburgh, requiring strong technical knowledge and professional client interaction. Key Responsibilities: - Respond to and resolve Level 2 incidents and service requests - Support desktop, server, and network environments, including Office 365, Windows, AD, DNS, DHCP, and Citrix - Escalate complex issues and assist with mentoring 1st Line Engineers - Monitor infrastructure health, patch compliance, and system performance - Document solutions, create runbooks, and maintain accurate configuration records - Collaborate with the Service Desk Manager and Infrastructure team to address risks and improve processes - Support call queue management, supplier escalations, and KPI achievement during busy periods - Contribute to continuous improvement and service development initiatives - Foster positive client relationships through strong communication and professionalism Required Skills & Experience: - 2 years in a customer-facing IT support role - Strong understanding of IT infrastructure, desktop/server hardware, and networking - Experience with: - Microsoft 365, Windows Server, Active Directory - Citrix, VMware, DNS, DHCP - Printer hardware, network cabling, remote support tools - SonicWall, Mitel, Veeam - Excellent troubleshooting, communication, and client service skills - Team-oriented with a proactive, solutions-focused mindset Desirable Qualifications: - Legal sector IT support experience - Certifications such as MCSA, MCSE, Citrix (CCA/CCP), VMware (VCP/VCA), ITIL Foundation - IT-related degree or Mitel accreditation Why Join Us: - As part of a fast-growing division with plans for European expansion, this role offers the chance to work with a broad range of technologies in a highly dynamic environment. You'll be instrumental in delivering a best-in-class support experience to our expanding customer base. - You will receive best in class training, a competitive salary and benefits including private healthcare, pension and a range of wellbeing benefits Dimensions and Future Opportunities: - Xerox IT Services in the UK is an ambitious and fast-growing division of the Xerox Corporation. - We are growing in terms of breadth and depth of services, as well as in terms of geographical reach - with European expansion on the horizon. - The competitiveness of our hardware and software offerings and our ability to form a close and effective partnership with our Vendors is key to maintaining strong sales engagement from our sales channels. - This role will play a large part in supporting Xerox IT Services through delivering a first class in-person support experience across our growing customer base. LI-LL1 LI-ONSITE INDUS24 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.