1st Line Technical Analyst

Job Summary As part of our continued expansion, Xerox IT Services requires an IT Support Technician (1st Line). This hybrid role is located in Bristol (BS14 0BL) and involves responding to and resolving escalated customer IT support calls and maintenance tasks in a polite and efficient manner. The role exposes staff to a range of IT environments, from on‑premise servers to cloud‑hosted virtual clusters, and includes handling incidents, problems, service and change requests, monitoring and maintenance tasks, and working with the infrastructure project team.

Technologies managed include SonicWALL, Microsoft, VMWare, Citrix and Aruba. Main Duties Diagnose and resolve level 1 incidents and aim to meet response and resolution within predetermined SLA’s Manage, update and close tickets in the 1st line call queue Actively chase suppliers or resolution groups for resolution to incidents or problems 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 Be professional and courteous to colleagues and the clients Provide remote desktop and server support Proactively manage client networks Build rapport with all new and existing clients to develop positive working relationships Co‑operate to promote the development of the support team and the success of the company as a whole Log tickets, escalating and provide regular feedback to the Team Leader and Service Desk Manager Required Experience 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 Computer and relevant software application keyboard skills Excellent customer‑facing, communication, interpersonal and presentation skills Strong analytical, logical and troubleshooting skills Proficient in the Use and Support Of Microsoft Office Microsoft Windows client Microsoft Windows Server Active Directory DNS and DHCP Printer hardware Network cablingMicrosoft Exchange Office 365 Remote Desktop Email relay and antispam Desired Experience Mac desktop OSX Citrix XenDesktop and XenServer VMWare ESXi Veeam SonicWALL routers Dell and HP server and network hardware Microsoft certifications (MCSA, MCSE) Citrix (CCA, CCP, CCE) VMWare (VCA, VCP, VCAP, VCIX, VCDX) ITIL foundation IT related degree Mitel accreditation Any managed print solution accreditation Dimensions and Future Opportunities Xerox IT Services in the UK is an ambitious and fast‑growing division of the Xerox Corporation, expanding in breadth, depth and geographical reach. This role will inform the architectural team of the integrity and vision of future infrastructure developments and support the company’s strategy for hardware and software partnership and sales engagement. #J-18808-Ljbffr