Description & Requirements
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 today’s workforce.
From the office to industrial environments, our differentiated business solutions and financial services are designed to make every day work better for clients no matter where that work is being done.
Today, Xerox scientists and engineers are continuing our legacy of innovation with disruptive technologies in digital transformation, augmented reality, robotic process automation, additive manufacturing, Industrial Internet of Things and cleantech.
Learn more at www.xerox.com and explore our commitment to diversity and inclusion.
Now in our 32nd year, ITEC, A Xerox Company, has grown to become one of the UK’s leading office technology providers. Today, our 300 staff provide a dedicated service to over 3,500 organizations.
With our headquarters in Bristol and with regional offices across the UK providing local sales expertise and support services, we are committed to helping our Customers achieve more from their technology by providing smarter working solutions.
Having extended our services and solutions beyond Managed Print, we also provide IT Infrastructure, Unified Communications, Connectivity, IT Support, Document Workflow, Mailing Solutions and a growing cloud solution portfolio.
Job Summary :
Technical Analysts play an integral role in providing a high-quality support service to our Customers. The primary function of the role is to respond to Customer IT support calls in a polite and efficient manner.
The individual should be comfortable liaising with Customers in person, over the phone or via email; possess a familiarity of ITEC Clients and the ability to access all relevant support tools and information as required.
Technical Analysts are expected to provide user guidance, perform service requests, maintenance and monitoring tasks and respond to alerts.
They should also have excellent personal presentation and interpersonal skills in face to face Client environments, as well as have the ability to work as a Team Player’ in and amongst an ever developing and growing team.
In order to be able to perform the required function, it is essential the Technician has detailed technical knowledge of network infrastructure topology and support.
Technical Analysts must have a good understanding and ability to work unsupervised on desktop, network and server support.
The Technical Field Analyst will also be expected to :
Main duties of the job holder :
The Technical Analyst will play a crucial role in defining and evolving ITEC’s 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.
Key Responsibilities :
Working Relationships and Contact :
Key working relationships include :
Dimensions & Future Opportunities :
ITEC is an ambitious business that wishes to grow its annual revenue over the next 5 years from £40,000,000 to £70,000,000 and beyond.
The market is changing rapidly our technical staff will need to provide more consultative as part of the sell as we go forward in order to remain ahead of the competition.
Confidence in your ability to support will have a direct influence on our market penetration.
Your actual ability to deliver class leading support in a cost-effective manner will have a significant impact on our Customer retention % and our net profitability.
Candidates can expect further opportunities to grow their career in with with their aspirations.
General responsibilities :