General Information
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City Bristol State/Province Bristol Country United Kingdom Department Technical Customer Services Date Thursday, May 9, 2024 Working time Full-time Ref# 20033203 Job Level Individual Contributor Job Type Experienced Job Field Technical Customer Services 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.
About Xerox IT Services: Xerox IT Services in the UK is part of the Global Xerox IT Services Team and serves the customers of Xerox Direct and its Acquired Companies in the UK.We offer a comprehensive portfolio that includes Managed IT Services, Infrastructure and Networking, Data Centre deployment, Cloud services, End User Compute hardware and Security specialisms. A team of 150 IT professionals make up the UK IT Services team.Our vision is to continue to offer locally delivered and tailored IT Support and Professional Services engagements to our customers and grow our UK business both organically and through acquisition Job Summary: As part of our continued expansion, Xerox IT Services requires an IT Support Technician (1st Line). This is a hybrid role with the office in Bristol (BS14 0BL). The primary function of the role is to respond to and resolve escalated customer IT support calls and maintenance tasks in a polite and efficient manner. And provide an efficient, professional Service to customers. The role entails exposure from small to large IT environments, and from on-premise server environments, to cloud hosted virtual server clusters. In addition to handling incidents, problems, service and change requests. Monitoring and maintenance tasks, the individual will have the opportunity to work with the infrastructure project team. Xerox installs and maintains technologies provided by SonicWALL, Microsoft, VMWare, Citrix and Aruba to name but a few. Direct calls to appropriate department/individual, providing them with as much information as is necessary to ensure their response is correct and relevant.This person must have the ability to work as part of a team, in person daily (Monday - Friday) at our office in Bristol, BS14 0BL. Main Duties:
1. Diagnose and resolve level 1 incidents and aim to meet response and resolution within predetermined SLA’s
2. Manage, update and close tickets in the 1st line call queue
3. Actively chase suppliers or resolution groups for resolution to incidents or problems.
4. Mentor team members on best practice
5. Develop and maintain run books. Ensure configuration documents are up to date
6. Ensure service processes for change, configuration and problem management are adhered to at all times
7. Be professional and courteous to colleagues and the clients
8. Provide remote desktop and server support
9. Proactive management of client networks
10. Build rapport with all new and existing clients to develop positive working relationships
11. Co-operation to promote the development of the support team and the success of the company as a whole
12. Ticket logging, escalating and regular feedback to the Team Leader and Service Desk Manager
Required Experience:
13. A good understanding of IT and networks
14. Knowledge of desktop, server and printer hardware and their components
15. Knowledge of network devices and their roles
16. Knowledge of Customer service principles and practices
17. Knowledge of Computers and relevant software application keyboard skills
18. Excellent customer facing, communication, interpersonal and presentation skills
19. Strong analytical, logical and troubleshooting skills
Proficient in the use and support of:
20. Microsoft Office
21. Microsoft Windows client
22. Microsoft Windows Server
23. Active Directory
24. DNS, DHCP
25. Printer Hardware
26. Network cabling
27. Microsoft Exchange
28. Office 365
29. Remote Desktop
30. Email Relay and antispam
Desired Experience:
31. Proficient in the use and support of:
32. Mac desktop OSX
33. Citrix XenDesktop and XenServer
34. VMWare ESXi
35. Veeam
36. SonicWALL routers
37. Dell and HP server and network hardware
38. Microsoft
39. MCSA, MCSE
40. Citrix
41. CCA, CCP, CCE
42. VMWare
43. VCA, VCP, VCAP, VCIX, VCDX
44. ITIL foundation
45. IT related degree
46. Mitel accreditation
47. Any Managed Print solution accreditations
Dimensions and Future Opportunities: Xerox IT Services in the UK is an ambitious and fast-growing division of the Xerox Corporation. We are growing in terms of breadth and depth of services, as well as in terms of geographical reach – with European expansion on the horizon.The competitiveness of our hardware and software offerings and our ability to form a close and effective partnership with our Vendors is key to maintaining strong sales engagement from our sales channels.This role will be crucial in informing the architectural team of the integrity and vision of the future development of the infrastructure.#LI-HYBRID#LI-LL1