2nd Line Technical Analyst

Date

Tuesday, September 29, 2026

Job Level

Individual Contributor

Seniority Level

Associate

Description & Requirements
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 the hybrid workplace of today and tomorrow. Today, Xerox is continuing its legacy of innovation to deliver client-centric and digitally-driven technology solutions and meet the needs of today’s global, distributed workforce.

From the office to industrial environments, our differentiated business and technology offerings and financial services are essential workplace technology solutions that drive success for our clients. At Xerox, we make work, work. Learn more about us at .OVERVIEW:

As part of our continued expansion, Xerox IT Services requires an IT Support Technician. The primary function of the role is to respond to and resolve customer IT support issues and requests received via telephone and email, as well as to carry out maintenance tasks across the IT landscape. This is carried out in a polite and efficient manner with a high degree of professionalism as expected by our clients.

When necessary, issues and requests are directed to other departments within Xerox or to third parties. The Support Technician provides them with as much information as is required to ensure their response is prompt and relevant, and they maintain ownership until a satisfactory resolution is reached.

PRIMARY RESPONSIBILITIES:

Diagnose and resolve incidents and aim to meet response and resolution within predetermined SLAs Manage, update and close tickets within the Service Management toolset in line with ITIL framework principles

Actively chase suppliers or internal teams for resolution to incidents, service requests or problems

Ensure configuration documents are kept current

Ensure service processes for change, configuration and problem management are adhered to at all times

Be professional and courteous to colleagues and the clients

Provide remote desktop support and occasionally attend remote offices Build rapport with clients to develop positive working relationships Co-operation to promote the development of the team and the success of the company as a whole Ticket logging, escalating and regular feedback to the Service Desk Lead.

Comply with the client’s ISO
27001 and Cyber Essentials Plus information security policies and procedures

REQUIRED QUALIFICATIONS:

A good understanding of IT and networks

Knowledge of desktop, server and printer hardware and their components Knowledge of network devices and their roles Knowledge of customer service principles and practices

Knowledge of computers and relevant software applications Excellent customer facing, communication, interpersonal and presentation skills

Strong analytical, logical and troubleshooting skills

Managing customer interactions and resolution progress in a ticket management system TECHNICAL KNOWLEDGE:

Microsoft Office 365 including add-ons Microsoft Windows client and server

Microsoft Exchange Active Directory and Entra IDAnit-virus

Basic hardware fault diagnosis

Basic networking; DNS and DHCPNetwork cabling

Working with virtual desktop environments DESIRED

EXPERIENCE:

Experience in the legal environment and legal applications - Document Management Systems, Finance Systems, Time Recording, Case Management and Digital Dictation etc.

Microsoft Intune Mimecast Corporate  Wi Fii Phones  and Apple Business Manager Managed Print solutionsIT IL foundation

Post-16 education qualification in Information Technology#LI-CB1#LI-HYBRID