2nd Line Technical Analyst

Salary: £20,000 - 51,000 per year

Requirements:

• 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
• Ability to manage customer interactions and resolution progress in a ticket management system
• Technical knowledge of Microsoft Office 365 and add-ons, Microsoft Windows client and server, Microsoft Exchange, Active Directory and Entra ID, antivirus, basic hardware fault diagnosis, basic networking including DNS and DHCP, network cabling, and virtual desktop environments
• Desired experience in a legal environment and with legal applications such as document management, finance, time recording, case management, and digital dictation systems
• Desired experience with Microsoft Intune, Mimecast, corporate Wi-Fi, iPhones and Apple Business Manager, and managed print solutions
• ITIL Foundation qualification is desired
• Post-16 education qualification in Information Technology is desired

Responsibilities:

• Diagnose and resolve incidents, aiming to meet predetermined response and resolution SLAs
• Manage, update, and close tickets in our Service Management toolset in line with ITIL framework principles
• Follow up with suppliers or internal teams to resolve incidents, service requests, or problems
• Keep configuration documents current
• Adhere to service processes for change, configuration, and problem management
• Communicate professionally and courteously with colleagues and clients
• Provide remote desktop support and occasionally attend remote offices
• Build rapport with clients and develop positive working relationships
• Cooperate with colleagues to support team development and our success as a company
• Log and escalate tickets and provide regular feedback to the Service Desk Lead
• Comply with client information security policies and procedures, including ISO 27001 and Cyber Essentials Plus requirements
• Maintain ownership of issues referred to other Xerox departments or third parties until satisfactory resolution, providing the information needed for a prompt and relevant response

Technologies:

• Active Directory
• Hardware
• Support
• ITIL
• Microsoft Intune
• Network
• Office 365
• Security
• Windows

More:

We are Xerox Holdings Corporation, and for more than 100 years we have redefined the workplace experience. We combine office and production print technology with software, services, and financial services to provide technology solutions for todays hybrid workplace and global, distributed workforce. Our IT Services team is expanding and is hiring an IT Support Technician to respond to customer support issues and requests received by telephone and email, and to carry out maintenance across the IT landscape. The role is an individual contributor position at associate seniority level. The posting is dated Tuesday, September 29, 2026, and is marked hybrid.

last updated 40 week of 2026