Level 1 Technical Helpdesk Technician

Apogee Corporation Ltd; Maidstone; Hybrid; GBP 22,000 - 28,000; Full time

Job summary

Apogee Corporation Ltd. is hiring a Helpdesk Technician to resolve printing, network and services issues remotely and triage laptop/PC break-fix hardware. The role supports customers with resilient, efficient service delivery in a hybrid pattern with training and progression opportunities.

The candidate will diagnose issues, use remote tools, and communicate progress while ensuring client satisfaction. DBS disclosure and SC security clearance are prerequisites for this position.

Qualifications

• Understanding of basic network terminology (routing, IP addressing).
• Understanding basic hardware fault finding for laptops/desktops.
• Experience with PC and MAC environments.
• Broad experience with managed print services and hardware.
• Experience using remote management tools to diagnose faults.

Responsibilities

• Use remote access to assist clients with print, scan, fax, and network issues.
• Diagnose faults and provide timely fault resolution.
• Keep clients informed of incident progress and outages.
• Investigate issues on ARMA for printing and PC problems with clients.
• Escalate requests when they cannot be fixed within SLAs.

Skills

Network basics

Hardware diagnostics

Mac/PC experience

Print/Managed print

Remote support

Client-focused

Remote management tools

DNS/SMB/SMTP basics

Tools

ARMA

Job description

ABOUT US

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

Hybrid working pattern, 2 home working, 3 office after training and probation passed

Monday to Friday 8am - 5pm, 8.30 - 5.30 and 9am - 6pm on a rota

As part of our fast paced and dynamic Helpdesk team, the role of Helpdesk Technician aims to resolve printing, network and services issues remotely. Additionally, you will be involved in the triage of Laptop & PC break fix hardware support, delivering an efficient and effective customer service to our clients, focused on exceeding expectation

Key Responsibilities

• Using remote access software to assist our clients in resolving printing related queries (print, scan, fax, colour queries and network related issues), in addition to providing remote break fix triage of laptop & desktop PC support in line with Apogee's Managed IT Services offering.
• Problem diagnosis & fault resolution.
• Timely communication with clients, keeping them informed of incident progress, notifying them of impending changes or agreed outages.
• Investigate connection issues and concerns on ARMA (Apogee Remote Management Application) for both Printing, and PC issues directly with our clients.
• Ensure client satisfaction
• Escalate service requests that cannot be scheduled within agreed service levels.

Skills & Experience Required:

Understanding of basic network terminology, e.g, network routing, IP addressing, basic DNS

Understanding basic hardware fault finding for laptop and desktop issues

Understanding of key protocols e.g. SMTP,SNMP,DNS,IPV4, Bonjour, SMB

Broad experience of managed print services and hardware ideally

PC and MAC experience

ideally experience of a client focused helpdesk environment

Experience in utilising remote management tools to diagnose, investigate and resolve faults/consumable consumption/diagnose predictive parts (preferred but not essential)

DBS & SECURITY CLEARANCE

BASIC DBS:
This post is subject to a Basic Disclosure and Barring Service (DBS) check. Under the Rehabilitation of Offenders Act 1974, applicants are only required to disclose unspent convictions. Spent convictions do not need to be declared and will not be taken into account. We are committed to fair recruitment and welcome applications from all candidates, including those with criminal records, provided any unspent convictions are disclosed and assessed appropriately.

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.