IT Support Technician (2nd Line)
Xerox
- Edinburgh
- Permanent
- Full-time
- Provide level 2 support for key incidents and issues related to our clients
- Provide problem management and technical analysis
- Maintain existing infrastructure systems
- Ensure that systems are patched and maintained in accordance with the clients and organisation's expectations
- Work with the SDM and Infrastructure Specialist team to ensure that any risks to availability or performance are identified
- During exceptional busy period it may be necessary to support the Service Desk 1st line team to ensure the call answering KPI's are maintained
- The Technical Analyst will play a crucial role in defining and evolving on the phone and in-person service delivery, this person will be integral to the mentoring and developing of the 1st Line Engineers in assisting with escalated calls and professional support
- Diagnose and resolve level 2 incidents and aim to meet response and resolution within predetermined SLA's
- Provide onsite and remote desktop and server support
- Build rapport with all new and existing clients to develop positive working relationships
- Co-operation to promote the development of the service desk team and the success of the company as a whole
- Manage, update and close tickets in the call queue.
- Actively chase suppliers or resolution groups for resolution to incidents or problems.
- Support the Service Desk team during busy periods to ensure call answering KPI's are maintained.
- Proactively identify areas for improvement in conjunction with the Service Desk Manager and Service Delivery Manager
- Develop operational run books and knowledge base information
- Work as part of a team to implement/design new solutions.
- Working with 2nd line resources across the organisation to resolve or escalate problems.
- Act as an incident escalation point within in an ITIL Service Desk environment for the 1st Line Engineers.
- Ticket logging, escalating and regular feedback to the Service Desk Manager and Service Delivery Manager
- 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 adhered to at all times.
- Raise Change Requests
- Be professional and courteous to colleagues and the clients.
- To support your colleagues, wherever practicable, to ensure they meet their objectives.
- To support the Board of Directors and Management Team in delivering change that benefits the business as a whole.
- To adhere to Xerox Equal Opportunities policy in all activities, and to actively promote equality of opportunity wherever possible.
- To be responsible for your own health and safety and that of your colleagues, in accordance with the Health and Safety at Work Act (1974) and relevant EC directives.
- To work in accordance with the Data Protection Act and to ensure that all new systems are reported to your Data Protection Controller.
- To undertake such other duties as may be reasonably expected.
- To provide a healthy and comfortable working environment, smoking is prohibited throughout the company's premises, except in specially designated areas.
- Good understanding of IT infrastructure
- Knowledge of desktop, server, printers and storage hardware and their components
- Knowledge of network devices and their roles
- Ability to plan, organize and adapt to changing job tasks within own role
- Open to respond to feedback and committed to self-development
- Team worker and 'can do' attitude
- Strong verbal and written communication skills
- Excellent customer facing, communication, interpersonal and presentation skills
- Strong analytical, logical and troubleshooting skills
- At least two years' experience working in a customer facing IT support environment
- Microsoft Office 365
- Microsoft Windows client
- Microsoft Windows Server
- Active Directory
- DNS, DHCP
- Printer Hardware
- Network cabling
- Mitel Telephony
- Mac desktop OSX
- Microsoft Exchange
- Remote Desktop
- Citrix XenDesktop and XenServer
- VMWare ESXi
- Email Relay and antispam
- Veeam
- Sonicwall routers
- Dell and HP server and network hardware
- Managed print solutions
- Hosted Telephone systems
- MCSA, MCSE
- Citrix
- CCA, CCP, CCE
- VMWare
- VCA, VCP, VCAP, VCIX, VCDX
- ITIL foundation
- IT related degree
- Mitel accreditation