2nd Line Technical Analyst

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

As part of our continued expansion, Xerox IT Services require a 2nd line Support Analyst to join our client focused team aligned with our client. The primary focus of the 2nd line support Analyst is to be a key contributor in the ongoing support to critical platforms that underpin the client’s use of applications & services. Technical Service Desk Analysts will be expected to communicate effectively over our customer chat engagement portal with end users as well as provide excellent over the phone IT Support. The Technical Service Desk Analyst will play a crucial role in contributing and evolving our client’s experience of the overall IT Service, by being the first point of contact for all IT Support related queries.

Main Duties

• Provide level 2 support for key incidents and service requests
• Maintain existing ticket details
• Keep the end user up to date on the progress of their ticket
• Perform troubleshooting & root cause analysis documentation
• Proactively look to develop existing solutions to improve resiliency, availability, and performance
• Work with the Service Delivery Manager to ensure we are delivering the best customer service
• Develop and Maintain Knowledge Base articles
• Visit other client offices when required to assist in projects works, perform a service request, or progress the resolution of an incident
• Assist end users in educating them in the use of IT equipment and applications
  
  

General Responsibilities

As part of the dedicated client team for IT Services you will be expected to participate fully in:

• Actively chase suppliers or resolution groups for resolution to incidents or problems
• Maintain and monitor system and infrastructure performance across the stack
• Provide infrastructure forecasting reports to pre-empt performance / capacity bottlenecks
• Act as a technical Quality Assurance gate for design and project operational onboarding
• Proactively identify areas for improvement in conjunction with the Enterprise Service Delivery Manager
• Develop operational run books and knowledge base information
• Proactively work with the client as a part of an extended technical team
• Work as part of a team to implement/design new solutions
• Working with 3rd line resources across ITEC to resolve or escalate problems
• Act as an incident escalation point within in an ITIL Service Desk environment
• Develop & document standards for automation, standardisation & optimisation in all service as part of best practice to optimise workflows and cost efficiency
• Identify new technologies with the Technical Design Authority that could contribute to the client’s technology roadmap
• Ensure infrastructure is secure and meets security guidelines
• Mentor team members on best practice
• Develop and maintain run books. Ensure configuration documents are up to date
• Ensure service processes for change, configuration and problem management are always adhered to
• Raise Change Requests and attend Change Advisory Board where needed
• Be professional and courteous to colleagues and the clients
• Visit datacentre and branch offices to perform site audits
  
  

Qualifications

• IT related degree
• At least two years' experience working in a customer facing IT support environment
• Bid Management and Project Management
• Managing a Team in vendor management / sales order processing / inventory control
• A good understanding of IT infrastructure
• Knowledge of desktop, server, printers and storage hardware and their components
• Knowledge of network devices and their roles
• Proficient in the use and support of: Microsoft Office, Microsoft Windows client, Microsoft Windows Server, Active Directory, DNS, DHCP, Printer Hardware, Network cabling, Mitel Telephony, LanSweeper (CMDb), SCCM (Patch Management), Ticket Systems, Mac desktop OSX, Microsoft Exchange, Office 365, Remote Desktop, Citrix XenDesktop and XenServer, VMWare ESXi, Email Relay and antispam, Veeam, Managed print solutions, Hosted Telephone systems
• Ability to plan, organize and adapt to changing job tasks within own role
• Team worker and 'can do' attitude
• Excellent customer facing, communication, interpersonal and presentation skills
• Strong analytical, logical, and troubleshooting skills
• Strong verbal and written communication skills
• MCSA, MCSE, Citrix, CCA, CCP, CCE, VMWare, VCA, VCP, VCAP, VCIX, VCDX, ITIL foundation