3rd Line Print & IT Solutions Remote Engineer – MPS / Cloud / PaperCut

Apogee Corporation; Birmingham; Remote; GBP 25,000 - 35,000; Full time

Job summary

Join our dynamic Helpdesk team as a 3rd Line Helpdesk Technician, providing remote support for printing, network, and services issues. You will ensure client satisfaction and contribute to a technical knowledge base while enjoying a flexible work environment with extensive benefits.

Benefits

Flexible working options

33 days holiday including bank holidays

Enhanced family friendly benefits

Pension scheme

Life assurance 4 x salary

Employee Assistance Programme

Discounted Gym Membership

Free flu vaccinations

Employee social events

HP Employee discount programmes

Qualifications

• Strong understanding of basic network terminology and infrastructure topology.
• Experience in a client-focused helpdesk environment.
• Understanding of virtual server and Cloud hosting services.

Responsibilities

• Investigate and resolve software faults related to print, scan, fax, and network issues.
• Timely communication with clients on incident progress and changes.
• Respond to critical outages within SLA timescales.

Skills

Natural trouble-shooter

Understanding of solution architecture

Basic network terminology

Virtual server and Cloud hosting services

Working experience with Microsoft SQL

Client focused helpdesk experience

Job description

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.

Location Remote 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.

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

Join our dynamic Helpdesk team as a 3rd Line Helpdesk Technician. Your role involves remotely resolving printing, network, and services issues for Apogee and HP Clients. You will provide efficient customer service with a focus on exceeding client expectations.

Key Responsibilities:

• Timely communication with clients on incident progress and changes

• Investigate and resolve software faults related to print, scan, fax, and network issues

• Respond to P1 Outages within SLA timescales and produce Major Incident reports

• Collaborate with HP Support teams to provide technical support

• Take ownership of escalated calls and manage them through to resolution

• Ensure client satisfaction and escalate service requests as needed

• Contribute to technical knowledge base and stay updated on managed print solutions

A typical working pattern is Monday to Friday, 08:30 to 17:30, with a one-hour lunch break. This role is fully remote and home-based. Attendance at our offices is required periodically for team meetings and training.

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

Natural trouble-shooter who enjoys taking on new challenges

A good understanding of solution architecture, i.e. load balancing, server queue distribution

You have strong understanding of basic network terminology and infrastructure topology, e.g. router, IP addressing, basic DNS, SMTP, SNMP, IPV4, SMB, WAN & VPN

Understanding of virtual server and Cloud hosting services

Working experience/understanding with Microsoft SQL

Experience of a client focused helpdesk environment

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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