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Technical Support Specialist

2 months ago

Bristol, Bristol, United Kingdom Xerox Full time
About Xerox

Xerox is a leading provider of document management and print solutions, with a rich history of innovation and customer satisfaction.

Job Summary

We are seeking a highly skilled Technical Analyst to join our team, responsible for providing exceptional support to our customers. The ideal candidate will possess a strong understanding of IT infrastructure, network devices, and desktop, server, and printer hardware.

Key Responsibilities
  • Diagnose and resolve level 2 incidents, meeting predetermined SLAs
  • Provide onsite and remote desktop and server support
  • Build rapport with clients to develop positive working relationships
  • Cooperate to promote the development of the service desk team and company success
  • Manage, update, and close tickets in the call queue
  • Actively chase suppliers or resolution groups for incident resolution
  • Support the Service Desk team during busy periods to maintain call answering KPIs
  • Proactively identify areas for improvement with the Service Desk Manager and Service Delivery Manager
  • Develop operational run books and knowledge base information
  • Work as part of a team to implement/design new solutions
  • Escalate incidents and provide guidance to 1st Line Engineers
  • Ensure infrastructure security and adherence to security guidelines
  • Mentor team members on best practices
  • Develop and maintain run books, ensuring configuration documents are up-to-date
  • Adhere to service processes for change, configuration, and problem management
  • Raise Change Requests
  • Be professional and courteous to colleagues and clients
General Responsibilities
  • Support colleagues to ensure they meet their objectives
  • Support the Board of Directors and Management Team in delivering business change
  • Adhere to Xerox's Equal Opportunities policy and promote equality of opportunity
  • Ensure health and safety for yourself and colleagues
  • Work in accordance with the Data Protection Act
  • Undertake other duties as reasonably expected
  • Provide a healthy and comfortable working environment
Requirements
  • Good understanding of IT infrastructure
  • Knowledge of desktop, server, printers, and storage hardware and their components
  • Knowledge of network devices and their roles
  • Ability to plan, organize, and adapt to changing job tasks
  • Open to feedback and committed to self-development
  • Team worker and 'can-do' attitude
  • Strong verbal and written communication skills
  • Excellent customer-facing, communication, interpersonal, and presentation skills
  • Strong analytical, logical, and troubleshooting skills
  • At least two years' experience in a customer-facing IT support environment
Proficient in the use and support of:
  • Microsoft Office 365
  • Microsoft Windows client
  • Microsoft Windows Server
  • Active Directory
  • DNS, DHCP
  • Printer Hardware
  • Network cabling
  • Mitel Telephony
  • Mac desktop OSX
  • Microsoft Exchange
  • Remote Desktop
  • Citrix XenDesktop and XenServer
  • VMWare ESXi
  • Email Relay and antispam
  • Veeam
  • Sonicwall routers
  • Dell and HP server and network hardware
  • Managed print solutions
  • Hosted Telephone systems
Desired Skills and Experience:
  • MCSA, MCSE
  • Citrix
  • CCA, CCP, CCE
  • VMWare
  • VCA, VCP, VCAP, VCIX, VCDX
  • ITIL foundation
  • IT-related degree
  • Mitel accreditation