2nd Line Technical Analyst at Advanced UK, A Xerox Business Solutions Company
Overview
Join to apply for the 2nd Line Technical Analyst role. This role focuses on providing level 2 IT support for key incidents and service requests, contributing to the ongoing support of critical platforms, and delivering excellent customer IT support via chat and phone.
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 power the hybrid workplace of today and tomorrow. Xerox delivers client-centric and digitally-driven technology solutions to meet the needs of today’s global, distributed workforce. Learn more at www.xerox.com.
Job Summary
As part of Xerox IT Services, the 2nd line Support Analyst will be a key contributor in ongoing support for client-focused platforms that underpin applications & services. The Technical Service Desk Analyst will communicate effectively with end users via our customer chat portal and provide excellent IT support over the phone. The role is the first point of contact for IT support queries and aims to evolve the client’s experience of IT service.
Main Duties
* Provide level 2 support for key incidents and service requests
* Maintain existing ticket details
* Keep the end user up to date on ticket progress
* Perform troubleshooting & root cause analysis documentation
* Proactively develop existing solutions to improve resiliency, availability, and performance
* Work with the Service Delivery Manager to ensure high-quality customer service
* Develop and maintain Knowledge Base articles
* Visit client offices when required to assist in project work, service requests, or incident resolution
* Assist end users in educating them in the use of IT equipment and applications
General Responsibilities
* Actively chase suppliers or resolution groups for incident or problem resolution
* Maintain and monitor system and infrastructure performance across the stack
* Provide infrastructure forecasting to pre-empt bottlenecks
* Identify areas for improvement with the Enterprise Service Delivery Manager
* Develop operational run books and knowledge base information
* Collaborate with the client as part of an extended technical team
* Implement/design new solutions as part of a team
* Coordinate with 3rd line resources across ITEC to resolve or escalate issues
* Develop and document standards for automation, standardisation & optimisation in service delivery
* Identify new technologies with the Technical Design Authority for the client’s technology roadmap
* Ensure infrastructure is secure and compliant with security guidelines
* Maintain run books and up-to-date configuration documents
* Adhere to change, configuration, and problem management processes
* Raise Change Requests and attend Change Advisory Board as needed
* Be professional and courteous to colleagues and clients
* Visit datacentres and branch offices to perform site audits
Qualifications
* At least two years of customer-facing IT support experience
* Good understanding of IT infrastructure
* Knowledge of desktop, server, printers and storage hardware
* Knowledge of network devices and their roles
* Proficient in: Microsoft Office, Windows client/server, Active Directory, DNS, DHCP, Printer hardware, Network cabling, Office 365, Exchange Online, SharePoint Online, VMware ESXi, Veeam
* Ability to plan, organise and adapt to changing tasks
* Team player with a positive attitude
* Excellent customer-facing, communication, interpersonal and presentation skills
* Strong analytical, logical, and troubleshooting skills
* Strong verbal and written communication skills
* Relevant certifications include Microsoft 365, Microsoft Azure, Microsoft Office, ITIL Foundation and VMware
Seniority level
* Entry level
Employment type
* Full-time
Job function
* Information Technology
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