Senior Helpdesk Technician

Apogee Corporation; Maidstone; Hybrid; GBP 25,000 - 35,000; Full time

Job summary

A leading company is seeking a Helpdesk Technician to join their dynamic team. The role involves resolving technical issues related to printing and networking, ensuring high levels of customer satisfaction. The position offers a hybrid working model with a focus on mentoring and collaboration within the team.

Qualifications

• Experience in resolving software-related faults and network issues.
• Ability to assist clients using remote access software.

Responsibilities

• Assist clients in diagnosing and resolving software-related faults.
• Mentor Level 2 technicians and ensure client satisfaction.
• Produce Major Incident reports following P1 incidents.

Skills

Customer Service

Technical Support

Networking

Job description

Hours of work: Monday to Friday 8am - 6pm on a rota basis, HYBRID

2 days home, 3 office - after training

As part of our fast paced and dynamic Helpdesk team, the role of Helpdesk Technician aims to resolve printing, network and services issues remotely, delivering an efficient and effective customer service to our clients, focused on exceeding expectations.

Responsibilities:

1. Using remote access software to assist clients in diagnosing and resolving software-related faults, print, scan, fax, colour queries, network issues, and software support.
2. Respond to P1 Outages within the allocated timescales.
3. Produce Major Incident (MI) reports following P1 incidents.
4. Act as an escalation point for Level 2 team, collaborating with Professional Services to resolve complex technical cases.
5. Mentor Level 2 technicians, providing feedback on their escalations to Level 3.
6. Ensure client satisfaction.
7. Escalate service requests that cannot be met within agreed service levels.
8. Communicate promptly with clients, keeping them informed of incident progress, impending changes, or outages.
9. Contribute to Apogee’s technical knowledge base, especially in infrastructure and networking.

Note: 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!