General Information
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City Bristol State/Province Bristol Country United Kingdom Department Presales & Implementation Date Thursday, May 9, 2024 Working time Full-time Ref# 20033206 Job Level Individual Contributor Job Type Experienced Job Field Presales & Implementation 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 today’s workforce. From the office to industrial environments, our differentiated business solutions and financial services are designed to make every day work better for clients — no matter where that work is being done. Today, Xerox scientists and engineers are continuing our legacy of innovation with disruptive technologies in digital transformation, augmented reality, robotic process automation, additive manufacturing, Industrial Internet of Things and cleantech.
Summary:
Technical Specialists play an integral role in providing a high quality IT support services to our customers. This will be a hybrid position with the office in Bristol (BS14 0BL) The primary function of the role is to act as an IT Support Technician (3rd Line) that takes ownership of escalated IT support calls, either highly technical or high priority. The individual should be comfortable liaising with customers over the phone or email; possess a familiarity of ITEC clients and the ability to access all relevant support tools and information as required. IT Support Technician (3rd Line) is expected to provide technical guidance, perform IT service requests, perform and approve IT change requests. IT Support Technician (3rd Line) will be responsible for pro-active management of IT infrastructure through maintenance and monitoring and a high-level ability to work on network infrastructure topology and support.IT Support Technicians must have a good understanding and ability to work unsupervised on VMWare and Windows server infrastructure, MS Exchange, Office 365, SPAM Titan Email Relay, Citrix XenDesktop and XenApp, Aruba WiFi, Veeam back-up management, NAS / SAN storage, SonicWALL firewalls, networking, Security audits and Webroot antivirus Primary Responsibilities:
1. Provide level 3 support for key incidents and issues
2. Provide problem management and technical analysis
3. Maintain existing infrastructure systems
4. Perform troubleshooting & root cause analysis documentation
5. Proactively look to develop existing solutions to improve resiliency, availability, and performance
6. Ensure that systems are patched and maintained in accordance with the clients and Xerox’s expectations
7. Work with the Infrastructure & Platforms Manager to ensure that any risks to availability or performance are identified
8. Work alongside and support Cloud and Virtualisation specialists to meet tight deadlines
9. Attend Customer datacentre to carry out key maintenance tasks
10. Work on long-term Training strategy for Technical Specialists
11. Develop and Maintain Knowledge Base articles
12. Raise Change Requests when necessary and represent change in CA
General Responsibilities:
13. Actively chase suppliers or resolution groups for resolution to incidents or problems
14. Maintain and monitor system and infrastructure performance across the stack
15. Provide infrastructure forecasting reports to preempt performance / capacity bottlenecks
16. Act as a technical Quality Assurance gate for design and project operational onboarding
17. Proactively identify areas for improvement in conjunction with the Enterprise Service Delivery Manager
18. Develop operational run books and knowledge base information
19. Proactively work with the client as a part of an extended technical team
20. Work as part of a team to implement/design new solutions
21. Working with 3rd line resources across ITEC to resolve or escalate problems
22. Act as an incident escalation point within in an ITIL Service Desk environment.
23. Develop & document standards for automation standardization and optimisation in all service as part
24. of best practice to optimise workflows and cost efficiency
25. Identify new technologies with the Technical Design
26. Authority that could contribute to the client’s technology roadmap
27. Ensure infrastructure is secure and meets security guidelines
28. Mentor team members on best practice
29. Develop and maintain run books. Ensure configuration documents are up to date
30. Ensure service processes for change, configuration and problem management are always adhered to
31. Raise Change Requests and attend Change Advisory Board where needed
32. Be professional and courteous to colleagues and the clients
33. Visit datacentre and branch offices to perform site audits
Required Experience:
34. A high-level understanding of IT and networks.
35. Knowledge of desktop, server and printer, hardware and their components
36. Knowledge of network devices and their roles
37. At least seven years’ experience working in an IT support environment
38. Proficient in the use and support of:
39. Microsoft Office
40. Microsoft Windows client
41. Microsoft Windows Server
42. Active Directory
43. DNS, DHCP
44. Microsoft Exchange
45. Office 365
46. Remote Desktop
47. VMWare ESXi
48. Server Clusters and SAN topology
49. Email Relay and antispam
50. SonicWALL routers
51. HP, Dell Server, SAN and network hardware
52. Nimble SANs
53. Excellent customer facing, communication, interpersonal and presentation skills
54. Strong analytical, logical and troubleshooting skills
55. Full clean driving license
Desired Experience:
56. Proficient in the use and support of:
57. Microsoft Office
58. Mac desktop OSX
59. Citrix XenDesktop and XenServer
60. Veeam
61. Symantec Backup Exec
62. Nimble SANs
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