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 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 www.xerox.com .

With more than 200 expert staff across nine UK locations, Xerox IT Solutions aims to help SME organisations work smarter. That means expertise in identifying and implementing appropriate technologies, combined with the ability to support those solutions to optimise a customer’s return on investment.

Xerox IT Solutions provides agile managed print, IT, VoIP and document capture technology, expertly deployed and supported for those smarter business outcomes.

Purpose:

We’re looking for a 3rd Line Technical Analyst to join our dedicated client service desk team. This role is the senior point of escalation for complex or high-priority IT issues, providing remote support, proactive management of client environments, and technical guidance. The client operates in the utilities sector with 4,500+ employees across 60+ sites in the UK.

In addition to the above, 3rd Line Technical Analysts are expected to provide technical guidance, perform IT service requests, perform and approve IT change requests and be responsible for pro-active management of IT infrastructure through maintenance and monitoring.

Key Responsibilities:

• Act as the 3rd line escalation point for IT support queries.
• Provide remote support and technical guidance to 1st/2nd line teams.
• Proactively manage client environments (patching, alerts, maintenance, monitoring).
• Support Microsoft 365 ecosystem, datacentre, and on-premise office environments.
• Contribute to and support IT change control processes.
• Liaise with service management teams, customer contacts, and 3rd party suppliers.

Requirements:

• A high-level understanding of IT and networks.
• Strong knowledge of Aruba Central / SD Branch Experience.
• Knowledge of desktop, server and business applications.
• Knowledge of network devices and their roles.
• At least 4 years’ experience in IT support.
• Strong knowledge of Microsoft Windows (client & server), Active Directory, DNS/DHCP, Exchange Online, Office 365 (Azure, Intune, Entra), VMware ESXi, SANs, and network devices.
• Skilled in troubleshooting, problem solving, and delivering solutions under pressure.
• Excellent communication skills; able to work collaboratively across teams.