What are the responsibilities and job description for the Technical Helpdesk & Digital Remote Support Supervisor position at Xerox?
Description & Requirement
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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.
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 31st year, ITEC 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 organisations.
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:
- The Helpdesk Manager has an overall responsibility for all proactive and reactive functions during working hours. This will include all customer incidents, problems, service requests and change requests
- The Helpdesk Manager acts as a point of escalation for incidents so must have a broad range of technical knowledge with regards to IT infrastructure. Establishing inter-departmental and customer communication channels for high priority incidents is a key part of the role
- 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
- This person must have the ability to work independently but also as part of a team
- The Helpdesk Manager is 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
- So they are able to perform the required function, it is essential the Helpdesk Manager has detailed technical knowledge of network infrastructure topology and server support
- The Helpdesk Manager must have a good understanding and ability to work unsupervised on desktop, network and server support
- This person will also need to take a lead role in mentoring and developing the Technical Field analysts within the team
- The role always expects a proactive ‘team player’ mentality and professionalism
- The role will play a key part in ensuring that we anticipate issues before they arise and resolve issues where we are forced to be reactive
- The Technical Support Team Leader will also be expected to:
- Provide level 1/2/3 support for key incidents and issues related to our clients
- Provide problem management and technical analysis
- Perform troubleshooting & root cause analysis documentation
- Proactively look to develop existing solutions to improve resiliency, availability, and performance
- Ensure that systems are patched and maintained in accordance with the clients & ITEC’s expectations
- Work with the SDM to ensure that any risks to availability or performance are identified
Key Responsibilities:
- Diagnose and resolve level 1,2,3 incidents and aim to meet response and resolution within predetermined SLA’s
- Manage, update and close tickets in all service desk queues
- Actively chase suppliers or resolution groups for resolution to incidents or problems.
- Maintain and monitor system and infrastructure performance across the stack.
- Provide infrastructure forecasting reports to pre-empt performance / capacity bottlenecks.
- Proactively identify areas for improvement in conjunction with the Service Delivery Manager
- Develop operational run books and knowledge base information
- Act as an incident escalation point within in an ITIL Service Desk environment.
- Develop & document standards for automation, standardisation & optimisation in all service as part of best practice to optimise workflows and cost efficiency
- 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
- Overall responsibility of the night shift function
- Provide onsite and remote desktop and server support
- Routine maintenance and proactive management of client networks
- Managing and Building incoming laptop/pc’s
Key working relationships include:
- Service Delivery Managers
- Infrastructure Specialists
- Technical Field Analysts
- Service Desk Managers
- Technical Support Team Leader (Night Shift)
- Client IT Team Members
Required Experience:
- A good understanding of IT infrastructure
- Knowledge of desktop, server, printers and storage hardware and their components
- Knowledge of network devices and their roles
- Strong verbal and written communication skills
- Proficient in the use and support of:
- Microsoft Office
- Microsoft Office 365
- Microsoft Windows client
- Microsoft Windows Server
- Active Directory
- DNS, DHCP
- Printer Hardware
- Network cabling
- Remote Support
- Microsoft Exchange
- Ability to plan, organize and adapt to changing job tasks within own role
- Open to respond to feedback and committed to self-development
- Team worker and ‘can do’ attitude
- Excellent customer facing, communication, interpersonal and presentation skills
- Strong analytical, logical and troubleshooting skills
- At least five years’ experience working in a customer facing IT support environment
- Full clean driving licence
Desired Skills:
- Proficient in the use and support of:
- Mac desktop OSX
- Citrix XenDesktop and XenServer
- VMWare ESXi
- Email Relay and antispam
- Veeam
- Sonicwall routers
- Dell and HP server and network hardware
- Managed print solutions
- Microsoft
- MCSA, MCSE
- Citrix
- CCA, CCP, CCE
- VMWare
- VCA, VCP, VCAP, VCIX, VCDX
- ITIL foundation
- IT related degree
- Mitel accreditation
Dimensions & Future Opportunities:
- ITEC is an ambitious business that wishes to grow its annual revenue over the next 2 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 line with their aspirations
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