3rd Line Technical Analyst

General Information

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City

Acton, Barking, Barnes, Beckenham, Brentford, Chingford, Dagenham, East Ham, Edgware, Edmonton, Erith, Finchley, Hendon, Hornsey, Ilford, Leyton, Mitcham, Richmond, Southall, Southgate, St Mary Cray, Surbiton, Tottenham, Twickenham, Uxbridge, Walthamstow, Wembley, West Ham, Willesden, Wimbledon, Wood Green

State/Province

Greater London

Country

United Kingdom

Department

Presales & Implementation

Date

Thursday, September 5, 2024

Working time

Full-time

Ref#

20033862

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)

Job Summary:

The primary function of the role is to act asThird Line Technical Analyst that takes ownership of escalated IT support calls, either highly technical or high priority. The individual should be comfortable liaising with Customers in person, over the phone or email, provide technical guidance, perform IT service requests, approve IT change requests, and be responsible for pro-active management of IT infrastructure through maintenance and monitoring.

Third Line Technical Analyst needs to have a high-level ability to work on network infrastructure topology and support and must have the ability to work unsupervised on various software and networking capabilities including VMWare and Windows server infrastructure, Office 365, and other tools/applications.

This position requires regular visits to client sites in London and requires a candidate within one hour travel to the city centre.

Job Duties:

• Perform Microsoft Windows Server administration in an Active Directory environment for multiple organizations

• Respond to Client service requests by providing desktop and server support within support agreement targets (SLAs)

• Operating System installation for Windows Servers and Desktop systems as well as proactive management of Client networks and servers

• Provide 2nd and 3rd level contact and problem resolution to hardware, software and applications issues for customers

• Provide monitoring and maintenance capability to clients, including patching

Essential Skills:

• A high-level understanding of IT and networks

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

• Knowledge of networking technologies and topography

• Office 365 and Azure

• Microsoft Windows Operating System and Servers

• Active Directory / Azure Enta ID

• DNS, DHCP

• Microsoft Exchange

• Remote Desktop

• VMWare ESXi / Hyper V

• Server Clusters and SAN topology

• Email Relay and antispam

• Ability to plan, organize and adapt to changing job tasks within own role

• Strong analytical, logical, and troubleshooting skills

• Strong efficiency skills, with the ability to multitask in a fast-paced environment

Preferred Skills:

• Citrix XenDesktop, XenApp and XenServer

• Veeam Backup and Restore

• Storage/SANs – preferably Nimble

• ConnectWise Automate, ConnectWise Control, ConnectWise Manage

• SonicWall and Fortigate Firewall

• PRTG and Logic Monitor – Network Monitoring

Required Experience:

• At least four years of experience working in an IT support environment, either at Third Line Level or High Second Line level.

• Must have a high level of Infrastructure and Networking knowledge.

Preferred Experience:

• Microsoft MCP or equivalent qualification

• Microsoft MCSA, MCSE or equivalent qualification

• Citrix CCA, CCP, CCE or equivalent qualification

• VMWare VCA, VCP, VCAP, VCIX, VCDX or equivalent qualification

• ITIL Foundation Level 3/4

• IT related degree

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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.