IT 2nd Line Technical Analyst

Xerox Corporation; Wakefield; On-site; GBP 30,000 - 45,000; Full time

Job summary

A leading technology company is seeking an experienced 2nd Line Technical Analyst to provide high-quality IT support across desktop, server, and network environments. The role involves diagnosing and resolving incidents, mentoring 1st Line Analysts, and ensuring customer infrastructure is secure and reliable. Ideal candidates will possess over 2 years of IT support experience, strong troubleshooting skills, and a proactive attitude. Travel may be required for client site visits, and preferred certifications include MCSA or ITIL Foundation.

Qualifications

• 2+ years’ experience in a customer-facing IT support role.
• Full clean driving license required for travel to client sites.
• Certifications such as MCSA, MCSE, CCA, CCP, VCP, or ITIL Foundation are preferred.

Responsibilities

• Diagnose and resolve 2nd line incidents.
• Act as an escalation point for 1st Line Analysts.
• Manage, update and close tickets.
• Work with suppliers to drive incident resolution.
• Maintain customer infrastructure.

Skills

Troubleshooting Windows 10/11

Troubleshooting Windows Server

Customer-facing skills

Networking basics

Tools

Microsoft 365

macOS

VMware

Citrix

Veeam

SonicWall

Exchange

Job description

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 the hybrid workplace of today and tomorrow. Today, Xerox is continuing its legacy of innovation to deliver client‑centric and digitally‑driven technology solutions and meet the needs of today’s global, distributed workforce. From the office to industrial environments, our differentiated business and technology offerings and financial services are essential workplace technology solutions that drive success for our clients. At Xerox, we make work, work. Learn more about us at www.xerox.com.

About the role. We’re looking for an experienced 2nd Line Technical Analyst to provide high‑quality IT support to Xerox customers across desktop, server and network environments. You’ll handle escalations from 2nd Line, resolve complex incidents, and help maintain secure, reliable infrastructure.

• Diagnose and resolve 2nd line incidents within agreed SLAs (remote and on‑site).
• Act as an escalation point for 1st Line Analysts, mentoring and supporting the team.
• Manage, update and close tickets, keeping users informed throughout.
• Work with suppliers and internal teams to drive incident and problem resolution.
• Maintain and support customer infrastructure, including patching and monitoring.
• Ensure systems follow security and ITIL service management processes.
• Contribute to knowledge base and configuration documentation.

About you. 2+ years’ experience in a customer‑facing IT support role. Strong troubleshooting skills across:

• Windows 10/11, Windows Server, Microsoft 365
• Desktops, laptops, printers and basic network devices

• Confident communicator with excellent customer‑facing skills.
• Team player with a proactive, “can‑do” attitude and willingness to learn.
• Full clean driving license (role may involve travel to client sites).

Experience with any of: macOS, VMware, Citrix, Veeam, SonicWall, Exchange, managed print, hosted telephony.

Certifications such as Microsoft (MCSA/MCSE), Citrix (CCA/CCP), VMware (VCP) or ITIL Foundation.