As part of our fast-paced and dynamic Helpdesk team, the role of Helpdesk Technician aims to resolve printing, network, and services issues remotely, delivering efficient and effective customer service to our clients, focused on exceeding expectations.
Using remote access software to assist our clients in diagnosing and resolving software-related faults and faults relating to print, scan, fax, colour queries, network-related issues, and software support. Respond to P1 Outages within the allocated timescales. Produce Major Incident (MI) reports following P1 incidents. Act as an escalation point for our Level 2 team while working with our Professional Services teams to solve intricate technical cases. Mentor Level 2 technicians, providing feedback from their escalations to Level 3. Ensure client satisfaction. Escalate service requests that cannot be met within agreed service levels. Timely communication with clients, keeping them informed of incident progress, notifying them of impending changes or agreed outages. Contribute to Apogee's growing technical knowledge base specifically in the infrastructure and networking space.
Working hours: Monday to Friday, 8:30 AM to 5:30 PM, including a 1-hour lunch break (40 hours per week).
Apogee reserves the right to close this advertisement or withdraw the role at any time, should sufficient applications be received or recruitment needs change. We encourage interested candidates to apply promptly to avoid disappointment.
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Using remote access software to assist our clients in diagnosing and resolving software-related faults and faults relating to print, scan, fax, colour queries, network-related issues, and software support. Respond to P1 Outages within the allocated timescales. Produce Major Incident (MI) reports following P1 incidents. Act as an escalation point for our Level 2 team while working with our Professional Services teams to solve intricate technical cases. Mentor Level 2 technicians, providing feedback from their escalations to Level 3. Ensure client satisfaction. Escalate service requests that cannot be met within agreed service levels. Timely communication with clients, keeping them informed of incident progress, notifying them of impending changes or agreed outages. Contribute to Apogee's growing technical knowledge base specifically in the infrastructure and networking space.
Working hours: Monday to Friday, 8:30 AM to 5:30 PM, including a 1-hour lunch break (40 hours per week).
Apogee reserves the right to close this advertisement or withdraw the role at any time, should sufficient applications be received or recruitment needs change. We encourage interested candidates to apply promptly to avoid disappointment.
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