Technical Support Specialist

2 weeks ago

Bristol, Bristol, United Kingdom Xerox Full time

About Xerox Holdings Corporation

Xerox is a leading provider of document management and print solutions, with a rich history of innovation and customer satisfaction. Our mission is to empower businesses to work better, faster, and more efficiently.

Job Summary:

As a Technical Support Specialist at Xerox, you will play a critical role in providing high-quality support to our customers. Your primary function will be to respond to customer IT support calls in a polite and efficient manner, using your technical expertise to resolve issues and provide user guidance.

Key Responsibilities:

  • Diagnose and resolve level 2 incidents and aim to meet response and resolution within predetermined SLA's
  • Provide onsite and remote desktop and server support
  • Build rapport with all new and existing clients to develop positive working relationships
  • Co-operation to promote the development of the service desk team and the success of the company as a whole
  • Manage, update and close tickets in the call queue
  • Actively chase suppliers or resolution groups for resolution to incidents or problems
  • Support the Service Desk team during busy periods to ensure call answering KPI's are maintained
  • Proactively identify areas for improvement in conjunction 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
  • Working with 2nd line resources across the organisation to resolve or escalate problems
  • Act as an incident escalation point within in an ITIL Service Desk environment for the 1st Line Engineers
  • Ticket logging, escalating and regular feedback to the Service Desk Manager and Service Delivery Manager
  • 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 adhered to at all times
  • Raise Change Requests
  • Be professional and courteous to colleagues and the clients

General Responsibilities:

  • To support your colleagues, wherever practicable, to ensure they meet their objectives
  • To support the Board of Directors and Management Team in delivering change that benefits the business as a whole
  • To adhere to Xerox Equal Opportunities policy in all activities, and to actively promote equality of opportunity wherever possible
  • To be responsible for your own health and safety and that of your colleagues, in accordance with the Health and Safety at Work Act (1974) and relevant EC directives
  • To work in accordance with the Data Protection Act and to ensure that all new systems are reported to your Data Protection Controller
  • To undertake such other duties as may be reasonably expected
  • To provide a healthy and comfortable working environment, smoking is prohibited throughout the company's premises, except in specially designated areas

Required Skills and Experience:

  • 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 within own role
  • Open to respond 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 working 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

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