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 include:
1. Using remote access software to assist clients in diagnosing and resolving software-related faults and issues relating to print, scan, fax, colour queries, and network-related issues.
2. Responding to P1 Outages within the allocated timescales.
3. Producing Major Incident (MI) reports following P1 incidents.
4. Acting as an escalation point for our Level 2 team while working with our Professional Services teams to solve intricate technical cases.
5. Mentoring Level 2 technicians, providing feedback from their escalations to Level 3.
6. Ensuring client satisfaction.
7. Escalating service requests that cannot be met within agreed service levels.
8. Timely communication with clients, keeping them informed of incident progress, and notifying them of impending changes or agreed outages.
9. Contributing 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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