IT Support Technician (3rd Line)

General Information

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City

Bristol

State/Province

Bristol

Country

United Kingdom

Department

Presales & Implementation

Date

Thursday, May 9, 2024

Working time

Full-time

Ref#

20033206

Job Level

Individual Contributor

Job Type

Experienced

Job Field

Presales & Implementation

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. Learn more at www.xerox.com and explore our commitment to diversity and inclusion. (https://www.xerox.com/en-us/jobs/diversity)

Summary:

Technical Specialists play an integral role in providing a high quality IT support services to our customers. This will be a hybrid position with the office in Bristol (BS14 0BL)

The primary function of the role is to act as an IT Support Technician (3rd Line) that takes ownership of escalated IT support calls, either highly technical or high priority. The individual should be comfortable liaising with customers over the phone or email; possess a familiarity of ITEC clients and the ability to access all relevant support tools and information as required.

IT Support Technician (3rd Line) is expected to provide technical guidance, perform IT service requests, perform and approve IT change requests. IT Support Technician (3rd Line) will be responsible for pro-active management of IT infrastructure through maintenance and monitoring and a high-level ability to work on network infrastructure topology and support.

IT Support Technicians must have a good understanding and ability to work unsupervised on VMWare and Windows server infrastructure, MS Exchange, Office 365, SPAM Titan Email Relay, Citrix XenDesktop and XenApp, Aruba WiFi, Veeam back-up management, NAS / SAN storage, SonicWALL firewalls, networking, Security audits and Webroot antivirus

Primary Responsibilities:

• Provide level 3 support for key incidents and issues

• Provide problem management and technical analysis

• Maintain existing infrastructure systems

• Perform troubleshooting & root cause analysis documentation

• Proactively look to develop existing solutions to improve resiliency, availability, and performance

• Ensure that systems are patched and maintained in accordance with the clients and Xerox’s expectations

• Work with the Infrastructure & Platforms Manager to ensure that any risks to availability or performance are identified

• Work alongside and support Cloud and Virtualisation specialists to meet tight deadlines

• Attend Customer datacentre to carry out key maintenance tasks

• Work on long-term Training strategy for Technical Specialists

• Develop and Maintain Knowledge Base articles

• Raise Change Requests when necessary and represent change in CA

General Responsibilities:

• 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 preempt 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 standardization and 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

Required Experience:

• A high-level understanding of IT and networks.

• Knowledge of desktop, server and printer, hardware and their components

• Knowledge of network devices and their roles

• At least seven years’ experience working in an IT support environment

• Proficient in the use and support of:

• Microsoft Office

• Microsoft Windows client

• Microsoft Windows Server

• Active Directory

• DNS, DHCP

• Microsoft Exchange

• Office 365

• Remote Desktop

• VMWare ESXi

• Server Clusters and SAN topology

• Email Relay and antispam

• SonicWALL routers

• HP, Dell Server, SAN and network hardware

• Nimble SANs

• Excellent customer facing, communication, interpersonal and presentation skills

• Strong analytical, logical and troubleshooting skills

• Full clean driving license

Desired Experience:

• Proficient in the use and support of:

• Microsoft Office

• Mac desktop OSX

• Citrix XenDesktop and XenServer

• Veeam

• Symantec Backup Exec

• Nimble SANs

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Xerox is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, creed, religion, ancestry, national origin, age, gender identity, sex, marital status, sexual orientation, physical or mental disability, use of a guide dog or service animal, military/veteran status, citizenship status, basis of genetic information, or any other group protected by law. Learn more at www.xerox.com and explore our commitment to diversity and inclusion: https://www.xerox.com/en-us/jobs/diversity People with disabilities who need a reasonable accommodation to apply or compete for employment with Xerox may request such accommodation(s) by sending an e-mail to XeroxStaffingAdminCenter@xerox.com. Be sure to include your name, the job you are interested in, and the accommodation you are seeking.