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2nd Line Technical Analyst
IT Support Technician – Hybrid Role (Southampton, primarily onsite in Bristol)
About Xerox Holdings Corporation
For over 100 years, Xerox has reshaped the workplace experience. By leveraging its leadership in office and production print technology, Xerox has expanded into software and sustainable services, empowering today’s global, distributed workforce.
Our solutions—spanning office, industrial, and financial needs—drive client success, ensuring work thrives across environments. Explore our innovation at www.xerox.com.
About Xerox IT Services
The UK IT Services team, part of Xerox’s Global IT Services group, supports Xerox Direct and its acquired companies within the UK. Our portfolio includes:
- Managed IT Services
- Infrastructure & Networking
- Data Centre Deployment
- Cloud Services
- End-User Computing & Security Specialisms
Comprising 150 IT professionals, we deliver locale-specific, tailored IT support and professional services—growing organically and through acquisition.
Job Summary
Xerox IT Services seeks an IT Support Technician for a hybrid role based in Southampton, with onsite requirements in Bristol (BS2 0HQ).
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This role focuses on:
- Resolving customer IT issues via phone, email, and in-house support.
- Maintaining IT landscapes efficiently and professionally, aligning with International Service Management (ISM) standards and Xerox ITIL frameworks.
The support team ensures accurate transfer of information to appropriate departments for expedient issue resolution while maintaining accountability until closure.
Key Responsibilities
-
Hybrid Working Arrangement:
- Full-time onsite at Bristol client office (Mon-Fri) until induction complete.
- Hybrid model introduced post-induction, with shift work covering 08:00–18:30.
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Core Tasks: Manage and resolve IT incidents within predefined SLAs. Log, track, and close tickets using Service Management tools (ITIL-based). Escalate issues to internal teams or vendors, ensuring seamless resolution. Update Knowledge Base and maintain configuration documentation. Adherence to ISM, change, and problem management processes. Provide remote desktop support and build client trust. Comply with ISO27001 and Cyber Essentials Plus policies.
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Requirements
Essential Skills & Experience
- Strong IT/Networking fundamentals (hardware, OS, printer management).
- Customer service excellence (communication, troubleshooting, critical thinking).
- Proficiency in:
- Microsoft Office 365 (including add-ons).
- Windows (client/server), Exchange, Active Directory, Entra ID.
- Antivirus solutions, DNS, DHCP, Citrix, remote desktop systems.
- Email relay/anti-spam tools and network cabling.
Desired Qualifications (Bonus)
- Legal sector experience (document, finance, case management systems).
- Knowledge of Microsoft SCCM/Intune, Teams/Zoom, Mitel telephony.
- Corporate wireless and managed print solutions.
- ITIL certification or degree in IT-related fields.
The ambitious Xerox IT Services UK team seeks individuals to join a fast-growing division, expanding services and geographic reach in the coming years. Competitiveness in hardware/software alignments and vendor partnerships will fuel ongoing success.
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