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.
Responsibilities
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). About Us
With 30 years of industry expertise, Apogee supports organisations of all sizes and sectors by streamlining their IT needs through a single point of contact. As an independent subsidiary of HP Inc, we have the advantage of being part of one of the world’s leading technology companies, with instant access to the latest innovation all supported by our market-leading service operations. Our core values - Integrity, Passion, Courtesy & Respect, Inclusivity, Knowledge, People, and Flexibility - shape our culture and guide our actions. We prioritise ethical business practices, fostering relationships, and promoting diversity and inclusion. Experience and Skills Required
Natural trouble-shooter who enjoys taking on new challenges. A good understanding of solution architecture, i.e. load balancing, server queue distribution. Strong understanding of basic network terminology and infrastructure topology, e.g. router, IP addressing, basic DNS, SMTP, SNMP, IPV4, SMB, WAN & VPN. Ability to troubleshoot some of the advanced features of solutions such as PaperCut/Equitrac/SafeQ/SafeCom, for example Clustering/HA. Competencies in Win OS & Mac OS. Ability to logically research queries not immediately known to them. Comprehensive troubleshooting techniques and good knowledge of Document Managed Services. Understanding of virtual server and Cloud hosting services. Working experience/understanding with Microsoft SQL (preferred). Ability to hold a conference call with the customer's senior IT. Experience in a client-focused helpdesk environment. Papercut L2 Certification (preferred). Microsoft Certified: Azure Fundamentals accreditation (preferred). Excellent time management & organisational skills. Ability to work under pressure to specific SLA’s, to prioritise and multitask. Excellent communication skills & telephone manner. Methodical with an aptitude for attention to detail. Able to work in a team as well as independently. Adaptable and flexible to changing demands. Benefits
Flexible working options. 33 days holiday including bank holidays. Holiday purchase scheme. Enhanced family friendly benefits (maternity, adoption, paternity and IVF). 2 paid days off per year for voluntary work to support our local communities. Pension scheme. Life assurance 4 x salary. Sponsorship for professional development and memberships. Employee Assistance Programme, including access to a virtual GP and financial wellbeing support. Mental health first aider support programme. Cycle2work scheme. Discounted Gym Membership. Eye care voucher scheme. Free flu vaccinations. Employee social events and recognition activities throughout the year. HP Employee discount programmes. Mobile phone discounts. We are a Disability Confident Committed Employer.
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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). About Us
With 30 years of industry expertise, Apogee supports organisations of all sizes and sectors by streamlining their IT needs through a single point of contact. As an independent subsidiary of HP Inc, we have the advantage of being part of one of the world’s leading technology companies, with instant access to the latest innovation all supported by our market-leading service operations. Our core values - Integrity, Passion, Courtesy & Respect, Inclusivity, Knowledge, People, and Flexibility - shape our culture and guide our actions. We prioritise ethical business practices, fostering relationships, and promoting diversity and inclusion. Experience and Skills Required
Natural trouble-shooter who enjoys taking on new challenges. A good understanding of solution architecture, i.e. load balancing, server queue distribution. Strong understanding of basic network terminology and infrastructure topology, e.g. router, IP addressing, basic DNS, SMTP, SNMP, IPV4, SMB, WAN & VPN. Ability to troubleshoot some of the advanced features of solutions such as PaperCut/Equitrac/SafeQ/SafeCom, for example Clustering/HA. Competencies in Win OS & Mac OS. Ability to logically research queries not immediately known to them. Comprehensive troubleshooting techniques and good knowledge of Document Managed Services. Understanding of virtual server and Cloud hosting services. Working experience/understanding with Microsoft SQL (preferred). Ability to hold a conference call with the customer's senior IT. Experience in a client-focused helpdesk environment. Papercut L2 Certification (preferred). Microsoft Certified: Azure Fundamentals accreditation (preferred). Excellent time management & organisational skills. Ability to work under pressure to specific SLA’s, to prioritise and multitask. Excellent communication skills & telephone manner. Methodical with an aptitude for attention to detail. Able to work in a team as well as independently. Adaptable and flexible to changing demands. Benefits
Flexible working options. 33 days holiday including bank holidays. Holiday purchase scheme. Enhanced family friendly benefits (maternity, adoption, paternity and IVF). 2 paid days off per year for voluntary work to support our local communities. Pension scheme. Life assurance 4 x salary. Sponsorship for professional development and memberships. Employee Assistance Programme, including access to a virtual GP and financial wellbeing support. Mental health first aider support programme. Cycle2work scheme. Discounted Gym Membership. Eye care voucher scheme. Free flu vaccinations. Employee social events and recognition activities throughout the year. HP Employee discount programmes. Mobile phone discounts. We are a Disability Confident Committed Employer.
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