General Information
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City Bristol State/Province Bristol Country United Kingdom Department TECHNICAL_HELPDESK_&_DIGITAL_REMOTE_SUPPORT Date Monday, August 11, 2025 Working time Full-time Ref# 20036312 Job Level Individual Contributor Job Type Early Career Job Field TECHNICAL_HELPDESK_&_DIGITAL_REMOTE_SUPPORT 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 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 .
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 to a large IT environment, and from on-premise server environments, to cloud hosted virtual server clusters. In addition to handling incidents, problems, service 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 7AM – 7PM.
The role always expects a proactive ‘team player’ mentality and professionalism.
Main Duties:
1. Diagnose and resolve level 1 incidents and aim to meet response and resolution within predetermined SLA’s
2. Manage, update and close tickets in the 1st line call queue
3. Actively chase suppliers or resolution groups for resolution to incidents or problems
4. Mentor team members on best practice
5. Develop and maintain run books. Ensure configuration documents are up to date
6. Ensure service processes for change, configuration and problem management are adhered to at all times
7. Be professional and courteous to colleagues and the clients
8. Provide remote desktop and server support
9. Proactive management of client networks
10. Build rapport with all new and existing clients to develop positive working relationships
11. Co-operation to promote the development of the support team and the success of the company as a whole
12. Ticket logging, escalating and regular feedback to the Service Desk Manager
General Responsibilities:As part of the dedicated client team for IT Services you will be expected to participate fully in:
13. Support Colleagues wherever practicable to ensure they meet their objectives
14. To support the management team in delivery change that benefits the business as a whole
15. To work in accordance with the Data protection act and to ensure that all new systems are reported to your line manager
16. To undertake such other duties as may be expected
17. Adhere to and monitor Employee Health and Safety, Equal Opportunities, Anti-Corruption, Information Security, and such other relevant policies as are in place from time to time
Qualifications:Required:
18. A good understanding of IT and networks
19. Knowledge of desktop, server and printer hardware and their components
20. Knowledge of network devices and their roles
21. Knowledge of Customer service principles and practices
22. Microsoft Office
23. Microsoft Windows client
24. Microsoft Windows Server
25. Active Directory
26. DNS, DHCP
27. Printer Hardware
28. Network cabling
29. Microsoft Exchange
30. Office 365
31. Remote Desktop
32. Email Relay and antispam
33. Ability to plan, organize and adapt to changing job tasks within own role
34. Open to respond to feedback and committed to self-development
35. Team worker and ‘can do’ attitude
36. Excellent customer facing, communication, interpersonal and presentation skills
37. Ability to provide reception duties
38. GCSE or Functional Skills level Maths/English.
Preferred:
39. At least two years’ experience working in a customer facing IT support environment
40. Mac desktop OSX
41. Citrix XenDesktop and XenServer
42. VMWare ESXi
43. Veeam
44. SonicWALL routers
45. Dell and HP server and network hardware
46. Full clean driving licence
47. Microsoft: MCSA, MCSE
48. Citrix: CCA, CCP, CCE
49. VMWare: VCA, VCP, VCAP, VCIX, VCDX
50. ITIL foundation
51. IT related degree
52. Mitel accreditation
53. Any Managed Print solution accreditations
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