Field Technical Analyst
Company
Xerox
Location
Slough
Employment Hours
Full Time
Employment Type
Permanent
Salary
Job Requirements/Description
About Xerox IT Services:
Xerox IT Services in the UK is part of the Global Xerox IT Services Team and serves the customers of Xerox Direct and its Acquired Companies in the UK.
We offer a comprehensive portfolio that includes Managed IT Services, Infrastructure and Networking, Data Centre deployment, Cloud services, End User Compute hardware and Security services.
A team of 150 IT professionals make up the UK IT Services team.
Our vision is to continue to offer locally delivered and tailored IT Support and Professional Services engagements to our customers and grow our UK business both organically and through acquisition.
Job Summary:
As part of our continued expansion, Xerox IT Services requires an IT Field Service Engineer to join our Field Services Team, which supports the UK IT Services division.
The primary focus of an IT Field Service Engineer is to be a key contributor in delivering a high standard of on-site support across multiple customer locations. IT Field Services engineers are expected to thrive in a dynamic and changing working environment, to deliver a timely on-site service. With a growing customer base our Field Engineers play a key role in responding to incidents, deploying new hardware, and supporting our remote service desks on the front line.
This role is ideal for those who like a dynamic working environment where each day is different. An IT Field Service Engineer will have exposure to supporting multiple technologies and environments.
Main Duties:
Provide level 2 and some level 3 on-site diagnostics and support
Maintain physical infrastructure and site documentation where required
Respond to P1 on-site incidents to identify and resolve issues in a timely manner
Proactively monitor and identify any issues with the health of physical on-site infrastructure
Ensure that new installs and maintenance is done in accordance with the clients & Xerox's expectations.
Work with the remote service desk engineers to investigate and fault find
Work with datacentre and project engineers to assist with carrying out key maintenance tasks
Deliver and deploy end-user hardware, network and storage hardware
Working Relationships:
Remote 2nd and 3rd Line Service Desk Engineers
IT Service Delivery Managers
Datacentre and Projects Engineers
IT Field Service Engineers within the team
General Responsibilities:
As part of the UK IT Field Services Team, you will be expected to participate fully in:
Attend both local and non-local customer sites
Work both alone and with other team members to deliver customer facing, in-person, support
Represent the business, IT Services, and the Field team in a professional and presentable manner
Maintain on-site documentation and information where applicable
Proactively carry out visual inspections of physical infrastructure
End-user questions and demonstration as well as ad hoc, in person, support queries
Investigate on-site technical support issues which have been escalated through the regional Service Desks
Carry out technical implementations including (but not limited to) server, network, and application deployments
Supporting colleagues, wherever practical, to ensure they, and the team, meet their objectives
Delivering routine customer support visits focusing on any support needs of the end-users at that location for the duration of the visit
Qualifications:
A strong understanding of IT and networks
An in-depth knowledge of desktop, server and network, security and storage hardware and their components
Proficient in the use and support of:
Microsoft Windows client
Microsoft Windows Server
Active Directory
DNS, DHCP
Office 365
Remote Desktop Services
SonicWALL / Draytek routers
To have good time keeping / time management skills
Team worker and 'can do' attitude
Excellent customer facing, communication
Logical troubleshooting skills
At least three years' experience working in a customer facing/deskside IT support environment
Full clean driving licence
Dimensions and Future Opportunities:
Xerox IT Services in the UK is an ambitious and fast-growing division of the Xerox Corporation.
We are growing in terms of breadth and depth of services, as well as in terms of geographical reach - with European expansion on the horizon.
The competitiveness of our hardware and software offerings and our ability to form a close and effective partnership with our Vendors is key to maintaining strong sales engagement from our sales channels.
This role will play a large part in supporting Xerox IT Services through delivering a first class in-person support experience across our growing customer base.
Xerox IT Services in the UK is part of the Global Xerox IT Services Team and serves the customers of Xerox Direct and its Acquired Companies in the UK.
We offer a comprehensive portfolio that includes Managed IT Services, Infrastructure and Networking, Data Centre deployment, Cloud services, End User Compute hardware and Security services.
A team of 150 IT professionals make up the UK IT Services team.
Our vision is to continue to offer locally delivered and tailored IT Support and Professional Services engagements to our customers and grow our UK business both organically and through acquisition.
Job Summary:
As part of our continued expansion, Xerox IT Services requires an IT Field Service Engineer to join our Field Services Team, which supports the UK IT Services division.
The primary focus of an IT Field Service Engineer is to be a key contributor in delivering a high standard of on-site support across multiple customer locations. IT Field Services engineers are expected to thrive in a dynamic and changing working environment, to deliver a timely on-site service. With a growing customer base our Field Engineers play a key role in responding to incidents, deploying new hardware, and supporting our remote service desks on the front line.
This role is ideal for those who like a dynamic working environment where each day is different. An IT Field Service Engineer will have exposure to supporting multiple technologies and environments.
Main Duties:
Provide level 2 and some level 3 on-site diagnostics and support
Maintain physical infrastructure and site documentation where required
Respond to P1 on-site incidents to identify and resolve issues in a timely manner
Proactively monitor and identify any issues with the health of physical on-site infrastructure
Ensure that new installs and maintenance is done in accordance with the clients & Xerox's expectations.
Work with the remote service desk engineers to investigate and fault find
Work with datacentre and project engineers to assist with carrying out key maintenance tasks
Deliver and deploy end-user hardware, network and storage hardware
Working Relationships:
Remote 2nd and 3rd Line Service Desk Engineers
IT Service Delivery Managers
Datacentre and Projects Engineers
IT Field Service Engineers within the team
General Responsibilities:
As part of the UK IT Field Services Team, you will be expected to participate fully in:
Attend both local and non-local customer sites
Work both alone and with other team members to deliver customer facing, in-person, support
Represent the business, IT Services, and the Field team in a professional and presentable manner
Maintain on-site documentation and information where applicable
Proactively carry out visual inspections of physical infrastructure
End-user questions and demonstration as well as ad hoc, in person, support queries
Investigate on-site technical support issues which have been escalated through the regional Service Desks
Carry out technical implementations including (but not limited to) server, network, and application deployments
Supporting colleagues, wherever practical, to ensure they, and the team, meet their objectives
Delivering routine customer support visits focusing on any support needs of the end-users at that location for the duration of the visit
Qualifications:
A strong understanding of IT and networks
An in-depth knowledge of desktop, server and network, security and storage hardware and their components
Proficient in the use and support of:
Microsoft Windows client
Microsoft Windows Server
Active Directory
DNS, DHCP
Office 365
Remote Desktop Services
SonicWALL / Draytek routers
To have good time keeping / time management skills
Team worker and 'can do' attitude
Excellent customer facing, communication
Logical troubleshooting skills
At least three years' experience working in a customer facing/deskside IT support environment
Full clean driving licence
Dimensions and Future Opportunities:
Xerox IT Services in the UK is an ambitious and fast-growing division of the Xerox Corporation.
We are growing in terms of breadth and depth of services, as well as in terms of geographical reach - with European expansion on the horizon.
The competitiveness of our hardware and software offerings and our ability to form a close and effective partnership with our Vendors is key to maintaining strong sales engagement from our sales channels.
This role will play a large part in supporting Xerox IT Services through delivering a first class in-person support experience across our growing customer base.