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.

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