Technical Account Manager

Overview:

Xerox IT Services is seeking a Technical Account Manager to join its client-focused team based at the Whitchurch office in Bristol. This role provides advanced technical support for critical infrastructure and platforms, serves as a key escalation point, and helps maintain reliable services for clients. The Technical Account Manager will collaborate with infrastructure specialists, field analysts, and service management teams while contributing to service improvement, technical governance, and knowledge development.

Why Join This Team:

• Contribute to a growing UK IT Services organization supporting a broad portfolio of managed technology services.
• Work with experienced technical specialists across infrastructure, cloud, virtualization, service management, and end-user computing.
• Help shape service delivery practices, technical standards, and future infrastructure improvements.
• Support clients through collaborative problem-solving and proactive service improvement.

• Provide advanced technical support for critical incidents, infrastructure issues, and escalated service requests.
• Perform troubleshooting, root cause analysis, problem management, and technical documentation.
• Maintain, monitor, patch, and improve infrastructure systems to support availability, resilience, security, and performance.
• Prepare change requests, participate in Change Advisory Board activities, and support service management processes.
• Develop knowledge base articles, operational runbooks, technical standards, and training materials for internal teams.

What You Need to Succeed:

• At least seven years of experience in a customer-facing IT support environment.
• Strong knowledge of IT infrastructure, networks, desktop, server, printer, and network hardware.
• Experience supporting Microsoft Windows Server, Active Directory, DNS, DHCP, Microsoft Exchange, Microsoft 365, Microsoft Azure, Remote Desktop, VMware ESXi, server clusters, and SAN environments.
• Strong analytical, troubleshooting, communication, organization, and customer-facing skills.

• Collaboration with infrastructure specialists, technical field analysts, service desk teams, and service management professionals.
• Opportunities to contribute to training strategies, mentoring, knowledge sharing, and technical best practices.
• Exposure to infrastructure, cloud, virtualization, networking, security, and service management technologies.
• Participation in long-term service improvement and technology roadmap activities.