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Technical Support Analyst II

2 months ago

Bristol, Bristol, United Kingdom Xerox Full time

Position: Technical Support Analyst

Company: Xerox Holdings Corporation

Overview:

As a Technical Support Analyst, you will play a crucial role in maintaining and enhancing our IT services. Your expertise will be essential in addressing and resolving technical issues efficiently.

Key Responsibilities:

  • Identify and troubleshoot level 2 technical incidents within established service level agreements (SLAs).
  • Deliver both onsite and remote assistance for desktop and server environments.
  • Foster strong relationships with clients to ensure satisfaction and trust.
  • Create and maintain operational documentation and knowledge base resources.
  • Uphold security protocols and ensure compliance with organizational standards.
  • Guide and mentor fellow team members on industry best practices.
  • Follow established change, configuration, and problem management procedures.

Essential Skills and Qualifications:

  • Solid understanding of IT infrastructure components.
  • Familiarity with networking devices and their functionalities.
  • Excellent communication and problem-solving abilities.
  • A minimum of 2 years experience in customer-facing IT support roles.
  • Proficient in Microsoft Office 365, Windows Server, Active Directory, among other technologies.

Preferred Skills and Qualifications:

  • Certifications such as MCSA or MCSE.
  • Experience with Citrix and VMWare technologies.
  • ITIL foundation certification is advantageous.
  • A degree in a related IT field is preferred.
  • Mitel accreditation is a plus.