1st Line IT Support Technician – Remote Work Options

Apogee Corporation Ltd; Maidstone; Hybrid; GBP 21,000 - 26,000; Full time

Benefits offered by this job

Hybrid work options

Career development

Wellbeing initiatives

Job summary

Apogee Corporation Ltd is seeking a 1st Line Helpdesk Technician to be the first point of contact for IT-related issues. You will handle support requests, diagnose problems and provide remote assistance where possible, escalating complex issues as needed.

The role involves responding via phone, email or ticketing system, logging tickets, and delivering a professional service. A typical pattern is Monday–Friday, with two remote work days after training.

Qualifications

• Experience supporting customers with IT, hardware or software issues.
• Good understanding of laptops, desktops, basic networking and common IT applications.
• Confident troubleshooting across Windows PCs, Macs, printers or connected devices.
• Knowledge of IP addressing, DNS and routing.
• Experience using remote support or ticketing tools would be useful.
• Ability to explain technical issues clearly to non-technical users.
• Practical approach to problem solving and knowing when to escalate.

Responsibilities

• Respond to customer support requests by telephone, email or ticketing system.
• Log, manage and update support tickets accurately.
• Provide first-line troubleshooting for laptops, desktops, applications, servers and network issues.
• Use remote access tools to investigate and resolve IT faults.
• Keep customers informed on progress and next steps.
• Escalate issues when not resolved at first point of contact.
• Support service levels by responding promptly and professionally.

Skills

IT support

Hardware & software

Networking basics

Windows/macOS

Remote support

Clear communication

Problem solving

Tools

Remote access tools

Ticketing systems

Job description

Apogee Corporation Ltd is seeking a 1st Line Helpdesk Technician to be the first point of contact for IT-related issues. You will handle support requests, diagnose problems and provide remote assistance where possible, escalating complex issues as needed.

The role involves responding via phone, email or ticketing system, logging tickets, and delivering a professional service. A typical pattern is Monday–Friday, with two remote work days after training.