1st Line Support Technician

Apogee; Maidstone; Hybrid; GBP 22,000 - 26,000; Full time

Job summary

Apogee is a leading UK managed workplace services provider and part of HP Inc. We are a people-focused business delivering IT support to clients.

As a 1st Line Helpdesk Technician, you will be the first point of contact for customers needing help with IT, hardware, software and network issues. You will handle requests by phone, email or ticketing system, perform first-line trouble shooting on Windows and Mac devices, and escalate where needed.

Qualifications

• Experience supporting customers with IT, hardware or software issues.
• Good understanding of laptops, desktops, basic networking and common IT applications.
• Confident troubleshooting on Windows PCs and Macs.
• Knowledge of IP addressing, DNS and routing basics.
• Experience with remote support or ticketing tools is useful.

Responsibilities

• Respond to support requests by phone, email or ticketing system.
• Log, manage and update support tickets accurately.
• Provide first-line troubleshooting for laptops, desktops, apps, servers and network issues.
• Use remote tools to investigate and resolve IT faults.
• Keep customers informed on progress and next steps.
• Escalate issues when they cannot be resolved at first point of contact.

Skills

IT support experience

Troubleshooting

Remote support

Windows & Mac

Networking basics

Tools

Ticketing systems

Remote access tools

Job description

Apogee is one of the UK's leading managed workplace services providers and part of HP Inc. We are a people-focused business that invests in career development, wellbeing and creating opportunities for our colleagues to grow. Alongside a competitive benefits package, we support professional development, community volunteering, wellbeing initiatives and employee recognition throughout the year.

We are committed to creating an inclusive workplace where everyone feels valued and supported. As a Disability Confident Employer and Armed Forces Covenant Bronze Award holder, we welcome talent from all backgrounds and are passionate about helping people succeed, whether they are taking the next step in their career or returning to work after a break.

JOB DETAILS

As a 1st Line Helpdesk Technician, you will be the first point of contact for customers needing support with IT, hardware, software and network-related issues.

You will handle incoming support requests, diagnose problems, provide remote support where possible, and escalates more complex issues to the right team when needed. This is a customer-focused role, so keeping clients updated and delivering a helpful, professional service is key.

The role will involve:

• Responding to customer support requests by phone, email or ticketing system
• Logging, managing and updating support tickets accurately
• Providing first-line troubleshooting for laptops, desktops, applications, servers and network issues
• Using remote access tools to investigate and resolve IT faults
• Keeping customers informed on progress and agreed next steps
• Escalating issues where they cannot be resolved at first point of contact
• Supporting service levels by responding to issues promptly and professionally

A typical working pattern is Monday to Friday, 08:30 to 17:30, with a one-hour lunch break. This role also offers flexibility to work from home, typically two days per week for a five-day working week once training is complete.

SKILLS AND EXPERIENCE REQUIRED

• Experience supporting customers with IT, hardware or software issues
• Good understanding of laptops, desktops, basic networking and common IT applications
• Confident troubleshooting skills across Windows PCs, Macs, printers or connected devices
• Knowledge of basic network terms such as 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
• A practical approach to problem solving and knowing when to scale issues

We value candidates with AI literacy – individuals who are curious about technology, comfortable exploring automation, and eager to contribute to a modern, forward-thinking business.

ENHANCED DBS:

This role is subject to an Enhanced Disclosure and Barring Service (DBS) check. As the position is exempt from the provisions of the Rehabilitation of Offenders Act 1974, applicants are required to disclose all spent and unspent convictions, cautions, reprimands, and final warnings that are not protected under the Exceptions Order 1975. Any offer of employment will be conditional upon a satisfactory DBS certificate and a risk assessment of any disclosed information. We are committed to fair recruitment and will consider disclosed information on a case-by-case basis, in line with our policy on the recruitment of ex-offenders.

SC CLEARANCE:

For this role, you will be required to obtain SC Clearance -which includes a basic criminal record check. For more information about security clearance levels and the SC vetting process, please refer to the relevant guidance available on the GOV.UK website.