Senior Helpdesk Technician

TieTalent; Maidstone; Hybrid; GBP 25,000 - 35,000; Full time

Job summary

A leading company in Maidstone is seeking a Helpdesk Technician to join their dynamic team. This role involves resolving technical issues, providing exceptional customer service, and mentoring junior staff. Candidates should have a strong background in IT support and networking, with a focus on delivering quality service to clients.

Qualifications

• Experience in Helpdesk or Technical Support roles.
• Familiarity with remote access software and network troubleshooting.

Responsibilities

• Diagnose and resolve software-related faults using remote access.
• Mentor Level 2 technicians and ensure client satisfaction.

Skills

Networking

Job description

About

Hours of work: Monday to Friday, 8am - 6pm on a rota basis, HYBRID

2 days at home, 3 days in the office - after training

Role Overview

As part of our fast-paced and dynamic Helpdesk team, the role of Helpdesk Technician involves resolving printing, network, and service issues remotely, delivering efficient and effective customer service to our clients, with a focus on exceeding expectations.

Key Responsibilities

1. Using remote access software to diagnose and resolve software-related faults and issues related to print, scan, fax, colour queries, network problems, and software support.
2. Responding to P1 Outages within the allocated timescales.
3. Producing Major Incident (MI) reports following P1 incidents.
4. Acting as an escalation point for Level 2 team, collaborating with Professional Services to resolve complex technical cases.
5. Mentoring Level 2 technicians and providing feedback from escalations to Level 3.
6. Ensuring client satisfaction and escalating service requests that cannot be met within agreed service levels.
7. Maintaining timely communication with clients, informing them of incident progress, changes, or outages.
8. Contributing to Apogee’s technical knowledge base, especially in infrastructure and networking.

Additional Information

Apogee reserves the right to close this advertisement or withdraw the role at any time if sufficient applications are received or recruitment needs change. We encourage interested candidates to apply promptly.

Our application process is quick and easy – no need to repeat your entire CV.

Nice-to-Have Skills

• Networking
• Maidstone, England

Work Experience

• Systems Administrator
• NOC Engineer

Languages

• English