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.
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 supportMaintain physical infrastructure and site documentation where requiredRespond to P1 on-site incidents to identify and resolve issues in a timely mannerProactively monitor and identify any issues with the health of physical on-site infrastructureEnsure 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 findWork with datacentre and project engineers to assist with carrying out key maintenance tasksDeliver and deploy end-user hardware, network and storage hardwareWorking Relationships:
Remote 2nd and 3rd Line Service Desk EngineersIT Service Delivery ManagersDatacentre and Projects Engineers IT Field Service Engineers within the teamGeneral 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 sitesWork 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 mannerMaintain on-site documentation and information where applicableProactively carry out visual inspections of physical infrastructure End-user questions and demonstration as well as ad hoc, in person, support queriesInvestigate on-site technical support issues which have been escalated through the regional Service DesksCarry out technical implementations including (but not limited to) server, network, and application deploymentsSupporting colleagues, wherever practical, to ensure they, and the team, meet their objectivesDelivering routine customer support visits focusing on any support needs of the end-users at that location for the duration of the visitQualifications:
A strong understanding of IT and networksAn in-depth knowledge of desktop, server and network, security and storage hardware and their componentsProficient in the use and support of:Microsoft Windows clientMicrosoft Windows Server Active DirectoryDNS, DHCPOffice 365Remote Desktop ServicesSonicWALL / Draytek routersTo have good time keeping / time management skills Team worker and ‘can do’ attitudeExcellent customer facing, communicationLogical troubleshooting skills At least three years’ experience working in a customer facing/deskside IT support environmentFull clean driving licenceDimensions 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.
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