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.
Our culture allows you to innovate and develop your career with the support of an expanding corporate and progressive organisation. We are looking for inspiring and pioneering individuals, who want to make a difference in their careers as well as in the world around them. We are proud of all our employees, who are at the heart of what we do. If you become part of our journey, everything is possible, and the opportunities are endless.
At Apogee Corporation, we believe that true innovation flourishes when everyone is free to be their authentic selves. As an Equal Opportunity Employer, we are committed to creating an inclusive environment where every unique perspective is valued and celebrated. We draw on the richness of our differences—across age, gender, gender identity, gender expression, ethnicity, sexual orientation, disabilities, religion, and beliefs—because we know that our collective strength lies in our diversity. Here, your individuality drives our shared success, and we actively encourage you to bring your whole self to Apogee.
Job Summary
Hybrid working pattern, 2 home working, 3 office after training
Monday to Friday 8am – 5pm, 8.30 – 5.30 and 9am – 6pm on a rota
As part of our fast paced and dynamic Helpdesk team, the role of Helpdesk Technician aims to resolve printing, network and services issues remotely. Additionally, you will be involved in the triage of Laptop & PC break fix hardware support, delivering an efficient and effective customer service to our clients, focused on exceeding expectation.
Key Responsibilities
* Using remote access software to assist our clients in resolving printing related queries (print, scan, fax, colour queries and network related issues), in addition to providing remote break fix triage of laptop & desktop PC support in line with Apogee’s Managed IT Services offering.
* Problem diagnosis & fault resolution.
* Timely communication with clients, keeping them informed of incident progress, notifying them of impending changes or agreed outages.
* Investigate connection issues and concerns on ARMA (Apogee Remote Management Application) for both Printing, and PC issues directly with our clients.
* Ensure client satisfaction.
* Escalate service requests that cannot be scheduled within agreed service levels.
Flexibility:
We support work-life balance and encourage applications from those seeking flexible working arrangements, where possible within the role and business needs. If you require flexibility, please indicate this in the salary box section of your application, after specifying your salary expectations, so we can discuss it early in the process.
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.
Our application form is quick and easy – no need to repeat your entire CV, we promise!
Experience and Skills Required
* Understanding of basic network terminology, e.g., network routing, IP addressing, basic DNS.
* Understanding basic hardware fault finding for laptop and desktop issues.
* Understanding of key protocols e.g. SMTP, SNMP, DNS, IPV4, Bonjour, SMB.
* PC and MAC experience.
* Experience of a client focused helpdesk environment.
* Experience in utilising remote management tools to diagnose, investigate and resolve faults/consumable consumption/diagnose predictive parts (preferred but not essential).
* Good time management.
* Excellent 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.
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.
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.
* Staff Reward Scheme.
* 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.
Please take the time to look at our excellent Glassdoor and Trustpilot reviews. We have been awarded “Customer Experience Foundation Membership” showing our commitment to excellent customer service.
Apogee Corporation is committed to creating a diverse and inclusive environment and is proud to be an equal opportunity employer. We welcome all applicants and are open to considering flexible working options.
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