Post-Sales Escalation Engineer Enterprise Print and Cloud Solutions

Apogee Corporation*; Remote; GBP 30,000 - 45,000; Full time

Job summary

A leading IT service provider is seeking a remote IT Support Specialist to manage enterprise print solutions and provide exceptional customer service. The role involves troubleshooting networking issues and maintaining strong client relationships, ensuring high satisfaction. Candidates should have proven experience with solutions like PaperCut and uniFLOW, along with excellent communication skills. This position offers flexible working options and a comprehensive benefits package, including educational sponsorship and health support.

Benefits

Flexible working options

33 days holiday including bank holidays

Pension scheme

Life assurance 4 x salary

Employee Assistance Programme

Mental health first aider support programme

Discounted Gym Membership

Qualifications

• Proven experience supporting enterprise print management solutions.
• Strong understanding of networking and server infrastructure.
• Ability to manage competing priorities calmly.

Responsibilities

• Partner with customers across various IT landscapes.
• Own high-priority escalations and ensure customer support.
• Troubleshoot complex issues using remote tools.

Skills

Supporting enterprise print management solutions

Networking knowledge

Active Directory

Cloud platforms

Communication skills

Customer-facing skills

AI literacy

Tools

PaperCut

uniFLOW

Control Suite

Printix

SafeCom

YSoft

Job description

What you will be doing

• Partner with customers operating across varied IT landscapes, including Azure and hybrid cloud ecosystems.
• Provide expertise across cloud and on‑prem print and scan management solutions.
• Own high‑priority escalations end‑to‑end, ensuring customers feel supported and confident at every step.
• Troubleshoot complex issues via remote tools, diving deep into server, infrastructure, and networking layers.
• Work alongside vendors, Technical Helpdesk teams and internal stakeholders to drive resolution and enhance customer outcomes.
• Champion best practice, process discipline, and continual service improvement.
• Communicate with clarity, empathy, and confidence in high‑profile customer touchpoints.

This role is fully remote with client meetings across Mid‑South UK. Attendance at our offices is required periodically for team meetings and training.

Qualifications

Proven experience supporting enterprise print management solutions such as PaperCut (including Hive), Control Suite, uniFLOW, Printix, SafeCom, YSoft, and similar platforms.
Strong understanding of networking, Active Directory, server infrastructure and cloud platforms.
A steady hand under pressure – meeting SLAs, managing competing priorities, and staying methodical when stakes are high.
Superb communication and customer‑facing skills – because even the smartest fix loses value if it is not clearly and calmly explained.
A mindset grounded in ownership, curiosity, and team contribution.
We value candidates with AI literacy, individuals who are curious about technology, comfortable exploring automation, and eager to contribute to a modern, forward‑thinking business.

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.

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 access to a virtual GP and 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