Remote-Ready 1st Line IT Helpdesk Technician

Apogee; Maidstone; Hybrid; GBP 22,000 - 26,000; Full time

Job summary

Apogee is a leading UK managed workplace services provider and part of HP Inc. We are a people-focused business delivering IT support to clients.

As a 1st Line Helpdesk Technician, you will be the first point of contact for customers needing help with IT, hardware, software and network issues. You will handle requests by phone, email or ticketing system, perform first-line trouble shooting on Windows and Mac devices, and escalate where needed.

Qualifications

• Experience supporting customers with IT, hardware or software issues.
• Good understanding of laptops, desktops, basic networking and common IT applications.
• Confident troubleshooting on Windows PCs and Macs.
• Knowledge of IP addressing, DNS and routing basics.
• Experience with remote support or ticketing tools is useful.

Responsibilities

• Respond to support requests by phone, email or ticketing system.
• Log, manage and update support tickets accurately.
• Provide first-line troubleshooting for laptops, desktops, apps, servers and network issues.
• Use remote tools to investigate and resolve IT faults.
• Keep customers informed on progress and next steps.
• Escalate issues when they cannot be resolved at first point of contact.

Skills

IT support experience

Troubleshooting

Remote support

Windows & Mac

Networking basics

Tools

Ticketing systems

Remote access tools

Job description

Apogee is a leading UK managed workplace services provider and part of HP Inc. We are a people-focused business delivering IT support to clients.

As a 1st Line Helpdesk Technician, you will be the first point of contact for customers needing help with IT, hardware, software and network issues. You will handle requests by phone, email or ticketing system, perform first-line trouble shooting on Windows and Mac devices, and escalate where needed.