Level 1 Technical Helpdesk Technician

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 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.