Join to apply for the IT 2nd Line Technical Analyst role at Advanced UK, A Xerox Business Solutions Company
About The Role
We’re looking for an experienced 2nd Line Technical Analyst to provide high-quality IT support to Xerox customers across desktop, server and network environments. You’ll handle escalations from 2nd Line, resolve complex incidents, and help maintain secure, reliable infrastructure.
Key Responsibilities
* Diagnose and resolve 2nd line incidents within agreed SLAs (remote and on-site).
* Act as an escalation point for 1st Line Analysts, mentoring and supporting the team.
* Manage, update and close tickets, keeping users informed throughout.
* Work with suppliers and internal teams to drive incident and problem resolution.
* Maintain and support customer infrastructure, including patching and monitoring.
* Ensure systems follow security and ITIL service management processes.
* Contribute to knowledge base and configuration documentation.
About You
* 2+ years’ experience in a customer‑facing IT support role.
* Strong troubleshooting skills across:
o Windows 10/11, Windows Server, Microsoft 365
o Active Directory/Entra ID, DNS, DHCP
o Desktops, laptops, printers and basic network devices
* Confident communicator with excellent customer‑facing skills.
* Team player with a proactive, “can‑do” attitude and willingness to learn.
* Full clean driving license (role may involve travel to client sites).
Desirable
* Experience with any of: macOS, VMware, Citrix, Veeam, SonicWall, Exchange, managed print, hosted telephony.
* Certifications such as Microsoft (MCSA/MCSE), Citrix (CCA/CCP), VMware (VCP) or ITIL Foundation.
Seniority level
Mid‑Senior level
Employment type
Full-time
Job function
Information Technology
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