Onsite Service Assistant

Apogee Corporation Ltd; Newcastle upon Tyne; On-site; GBP 23,000 - 29,000; Full time

Benefits offered by this job

Flexible working options

33 days holiday including bank hols

Life assurance 4x salary

Pension scheme

Employee Assistance Programme

Job summary

Apogee Corporation Ltd is seeking an Onsite Service Assistant/Engineer to support and maintain devices for a client account on site in Newcastle. You will use remote monitoring and incident management tools to deliver first-line hardware and software support, acting as the frontline representative for the client and Apogee.

The role operates Monday to Friday, 08:30–16:30, onsite five days per week. DBS check is required; extensive benefits are offered to support professional growth and wellbeing.

Qualifications

• Proven ability to deal with clients in a professional and courteous manner.
• Ability to follow verbal and written instructions and procedures.
• Ability to work under pressure and handle multiple tasks.
• Organise workload to maximise output while meeting customer requirements.
• Self-motivate and work either as part of a team or unsupervised.
• Customer centric and IT literate with flexible approach to change.

Responsibilities

• Respond to and elevate customer service requests.
• Map Desktop Print Queues and troubleshoot.
• Attend to basic break/fix for printer jams and minor issues.
• Consumable management and replenishment (Ink/Toner) including recycling.
• Monitor a large fleet of print devices and ensure proper operation.
• Report device performance to the Area Service Manager.
• Maintain high levels of client satisfaction.

Skills

Client handling

Communication

Instruction following

Work under pressure

Organise workload

Self-motivation

Customer centric

Computer literacy

IT knowledge

Flexibility to change

Tools

Remote monitoring software

Incident management systems

Job description

ABOUT US

With over 30 years of expertise, Apogee transforms how organisations of every size and sector manage their IT - delivering everything they need through one seamless point of contact. As an independent subsidiary of HP Inc., we combine the agility of a specialist provider with the power of one of the world's leading technology companies, giving our clients instant access to cutting-edge innovation backed by market-leading service operations!

JOB DETAILS

As part of Apogee's Managed Print Service, this role is to support and maintain devices within a specified client account based on site. Utilising both remote monitoring software and incident management applications the Onsite Service Assistant will provide first level service support (hardware and software). Acting as Apogee's front-line representative, the Onsite Engineer will work with the wider Apogee Account and Support teams to deliver benchmark levels of customer satisfaction through delivery of all contractual service levels.

• Respond to and elevate customer service requests
• Mapping Desktop Print Queues and Troubleshooting
• Attend to basic break/fix for printer jams and/or other minor issues
• Consumable management/Re-stock (Ink/Toner Order and Installation) including recycling
• Monitor a large fleet of print devices
• Ensuring client devises are operating correctly
• Reporting device performance back to the ASM (Area Service Manager)
• Ensuring high level of client satisfaction

The working pattern for this role is Monday to Friday, 08:30 to 16:30. This is onsite 5 days per week.

SKILLS AND EXPERIENCE REQUIRED

• Proven ability to deal with clients in a professional and courteous manner, both remotely and
• Ability to follow both verbal and written instructions, and to follow procedures and processes.
• Ability to work under pressure, handling multiple tasks to ensure timely completion of all
• aspects of the role
• Ability to organise workload to ensure maximum output is achieved whilst meeting customer
• requirements
• Proven ability to self-motivate and work either as part of an effective team or unsupervised
• Customer centric
• Computer literate
• IT knowledge, technical aptitude highly desired
• Flexible approach to work and an ability to embrace change

ENHANCED DBS

This role is subject to an Enhanced Disclosure and Barring Service (DBS) check. As the position is exempt from the provisions of the Rehabilitation of Offenders Act 1974, applicants are required to disclose all spent and unspent convictions, cautions, reprimands, and final warnings that are not protected under the Exceptions Order 1975. Any offer of employment will be conditional upon a satisfactory DBS certificate and a risk assessment of any disclosed information. We are committed to fair recruitment and will consider disclosed information on a case-by-case basis, in line with our policy on the recruitment of ex-offenders

BENEFITS

• Flexible working options
• 33 days holiday including bank holidays
• Holiday purchase scheme
• Enhanced family friendly benefits (maternity, adoption, paternity and IVF)
• 2 paid days off per year for voluntary work to support our local communities
• Staff Reward Scheme
• Pension scheme
• Life assurance 4 x salary
• Sponsorship for professional development and memberships
• Employee Assistance Programme, including financial wellbeing support
• Mental health first aider support programme
• Cycle2work scheme
• Discounted Gym Membership
• Eye care voucher scheme
• Free flu vaccinations
• Employee social events and recognition activities throughout the year
• HP Employee discount programmes
• Mobile phone discounts

WHY JOIN APOGEE

At Apogee, our values - Integrity, Passion, Courtesy & Respect, Inclusivity, Knowledge, People and Flexibility - shape everything we do. They guide how we work with clients and colleagues, drive ethical practices and create an environment where you can grow, innovate and develop your career within a progressive, expanding organisation. We are looking for inspiring individuals who want to make a real impact in their careers and the world around them.

Diversity and inclusion are at the heart of our success. We know true innovation flourishes when people can be their authentic selves. As an Equal Opportunity Employer we welcome applications from all backgrounds, and we actively value different perspectives across age, gender, ethnicity, sexual orientation, disability, religion and belief. Your individuality drives our shared success, and we encourage you to bring your whole self to Apogee.

We support flexibility and accessibility. If flexible working is important to you, please include this alongside your salary expectations in your application so we can discuss it early in the process. If you have a disability or health condition and require adjustments during the recruitment process, please contact our Talent Team on #removed# - we are committed to making your experience inclusive and accessible.