Hybrid Helpdesk Technician: Remote IT Support & Print

Apogee; Maidstone; Hybrid; GBP 23,000 - 32,000; Full time

Benefits offered by this job

Hybrid working pattern

Career development

Wellbeing initiatives

Employee recognition

Job summary

Apogee, a UK leader in managed workplace services, is hiring a Helpdesk Technician. The role involves resolving printing, network and service issues remotely, and triaging laptop/PC hardware, delivering exemplary customer service to clients.

Working in a fast-paced Helpdesk team, you will use remote tools, diagnose faults, and communicate progress while adhering to service levels. DBS and SC clearance are required, with hybrid working after training.

Qualifications

• Understanding of basic network terminology (routing, IP, DNS).
• Basic hardware fault finding for laptop/desktop.
• Familiar with common protocols (SMTP, SNMP, DNS, IPv4, Bonjour, SMB).
• Experience with managed print services and hardware preferred.
• PC and Mac experience.
• Experience in client-focused helpdesk environments.

Responsibilities

• Use remote access tools to resolve client print and network issues.
• Perform remote triage of laptop/desktop hardware faults.
• Communicate incident progress and outages to clients.
• Investigate connection issues in ARMA for printing and PC issues.
• Escalate requests when service levels cannot be met.
• Aim to achieve high client satisfaction.

Skills

Networking basics

Hardware fault finding

Print & print queues

Client-focused support

Remote diagnostics

PC & Mac experience

Tools

ARMA (Apogee Remote Management Application)

Job description

Apogee, a UK leader in managed workplace services, is hiring a Helpdesk Technician. The role involves resolving printing, network and service issues remotely, and triaging laptop/PC hardware, delivering exemplary customer service to clients.

Working in a fast-paced Helpdesk team, you will use remote tools, diagnose faults, and communicate progress while adhering to service levels. DBS and SC clearance are required, with hybrid working after training.