1st Line Technical Analyst

at  Arena Group Ltd

GENERAL INFORMATION

City
Bristol
State/Province
Bristol
Country
United Kingdom
Department
Technical Customer Services
Date
Thursday, August 15, 2024
Working time
Full-time
Ref#
20033834
Job Level
Individual Contributor
Job Type
Experienced
Job Field
Technical Customer Services
Seniority Level
Associate

JOB SUMMARY:

As part of our continued expansion, Xerox IT Services requires an IT Support Technician (1st Line). This is a hybrid role with the office in Bristol (BS14 0BL).
The primary function of the role is to respond to and resolve escalated customer IT support calls and maintenance tasks in a polite and efficient manner. And provide an efficient, professional Service to customers.
The role entails exposure from small to large IT environments, and from on-premise server environments, to cloud hosted virtual server clusters. In addition to handling incidents, problems, service and change requests. Monitoring and maintenance tasks, the individual will have the opportunity to work with the infrastructure project team. Xerox installs and maintains technologies provided by SonicWALL, Microsoft, VMWare, Citrix and Aruba to name but a few.
Direct calls to appropriate department/individual, providing them with as much information as is necessary to ensure their response is correct and relevant.
This person must have the ability to work as part of a team, in person daily (Monday - Friday) at our office in Bristol, BS14 0BL.

REQUIRED EXPERIENCE:

• A 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 application keyboard skills
• Excellent customer facing, communication, interpersonal and presentation skills
• Strong analytical, logical and troubleshooting skills

DESIRED EXPERIENCE:

• Mac desktop OSX
• Citrix XenDesktop and XenServer
• VMWare ESXi
• Veeam
• SonicWALL routers
• Dell and HP server and network hardware
• Microsoft

• 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
• Proactive management of client networks
• Build rapport with all new and existing clients to develop positive working relationships
• Co-operation to promote the development of the support team and the success of the company as a whole
• Ticket logging, escalating and regular feedback to the Team Leader and Service Desk Manager