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

Anytime; Birmingham; Remote; GBP 30,000 - 40,000; Full time

Job summary

A leading company in IT Services seeks an Entry-Level 3rd Line Helpdesk Technician to join their remote team. The role primarily involves addressing client technical issues related to printing and networking while ensuring exceptional customer service. Candidates who value flexibility and work-life balance are encouraged to apply, as the company supports diverse working arrangements.

Qualifications

• Entry-level role with a focus on technical support and customer service.
• Flexible working arrangements available.
• Remote position with periodic office attendance required.

Responsibilities

• Resolve printing, network, and service issues remotely.
• Communicate incident progress to clients and escalate as necessary.
• Collaborate with support teams for technical issues.

Skills

Customer Service

Technical Support

Problem Solving

Communication

Job description

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

Location: Birmingham, England, United Kingdom

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

The 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. If you require flexibility, please indicate this in the salary section of your application, after specifying your salary expectations.

Note: We reserve 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 process is quick and easy — no need to repeat your entire CV!

Additional Details

• Seniority level: Entry level
• Employment type: Full-time
• Job function: Design, Art/Creative, and Information Technology
• Industries: IT Services and IT Consulting

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